Product Description
In Charge of Customer Satisfaction is for supervisors, managers and students at NVQ levels 3 and 4 who need to understand and implement the best customer service standards and techniques. Its approach is innovative and powerful and is based on:
- An intensively developed range of real life case material ranging from services to retail and tourism.
- Clear and fully supported ′Golden Rules′ of customer care, illustrated and explained by the cases and text.
Written to the most recently published NVQ standards, this is an indispensable text for managers and students.
Synopsis
In Charge of Customer Satisfaction is designed around the Customer Service Lead Body Standards for Customer Service at N/SVQ level 3 and provide a comprehensive and practical examination of the concepts and practices that lead to excellent customer service. This series is designed for supervisors and line managers and has been re-written to support the latest Management Standards from the Management Charter Initiative who have provided the Foreword to each book. Each book provides the knowledge and understanding required for the core and major options associated with the N/SVQ3 level qualifications in Supervisory Management and is written in a manner that links learning with the supervisor/front line manager's work experience. As such it also supports non-competence programmes such as the NEBSM Introductory and Full Certificate programmes in Supervision.
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