Best Practice Guides
To buy the book:
the price is £30.00 (+ £2.75 postage and packing)
ISBN: 0-9548744-1-2
Click the button below for purchases by credit/debit card.
For company purchase orders please email your purchase order number to tellmemore@customer1st.co.uk - an invoice will be sent back to you by return.
Institute of Customer Service (ICS) Members should order from the ICS online shop to buy the Best Practice Guide at a 20% discount.
Download a sample chapter
You can download a sample chapter of the Best Practice Guide for Customer Service Professionals by clicking here (1.5Mb pdf file)
The Best Practice Guide for Customer Service Professionals covers the knowledge, understanding and skills needed to become a customer service professional. It provides a stimulating blend of information, ideas and activities.
This 2nd edition has been updated to meet all the knowledge requirements of the U.K's National Occupational Standards for Customer Service, developed by the Institute of Customer Service. It is an excellent resource for the Customer Service Technical Certificates at level 2.
The Best Practice Guide includes plenty of information, activities, self assessments and illustrations.
Stephanie Edwards, the author, is a Subject Matter Expert in customer service and Director of Customer 1st International.
Read the reviews
Look at the In the Frame article in Customer Mangement magazineRead this review by Graham Williams of Centre-ingservices South Africa
David Parsons, CEO of the Institute of Customer Service says: “I wholeheartedly recommend the Best Practice Guide for Customer Service Professionals (2nd Edition) to any organisation or individual wanting to work to the new National Occupational Standards in Customer Service. The Guide delivers - in a user-friendly and activity-based style - the underpinning knowledge needed to achieve one of the UK`s level 2 customer service qualifications, namely the S/NVQs or Technical Certificates. This resource is an ideal motivational tool for those working directly with customers. It can help to build, through the knowledge and skills of customer-facing people, today's essential prerequisite for organisational success - a reputation for delivering first-class customer service."
Best Practice Guide for Customer Service Team Leaders
This Best Practice Guide is for supervisors and team leaders of customer service. It will enable people to achieve one of the U.K’s level 3 qualifications in customer service, including the Level 3 Certificate in Customer Service and the Level 3 NVQ in Customer Service. The guide will be published in 2008.
Telephone: +44 (0) 1985 841070
E-mail: tellmemore@customer1st.co.uk
