Customer service books and e-books delivering the national occupational standards
Essential reading for customer service employees and managers
Each of our Best Practice Guides:
- Is mapped to occupational standards in customer service.
- Delivers all the underpinning knowledge you need.
- Includes a glossary of customer service terms.
- Is rich in work-based activities.
- Adopts a holistic approach to developing the individual's understanding of customer service.
Best Practice Guide for Customer Service Managers
by Trevor Arden and Stephanie Edwards
The Best Practice Guide for Customer Service Managers will help you as a Manager or Team Leader to involve your team in decision making, by planning and implementing real improvements in service delivery.
Moving beyond traditional management styles, where staff are only given responsibility for day-to-day tasks and rarely empowered to take the initiative.
This guide shows you how to keep your team engaged every step of the way, realising the organisational prize of World Class Service Excellence.
Paperback ISBN 978-0954874421 / eBook ISBN 978-0954874438
Best Practice Guide for Customer Service Managers E-Book: £12.00
Best Practice Guide for Customer Service Managers - paperback prices:
£15 (Delivery in UK) / £20 (Delivery in EU) / £23 (Delivery outside EU)
Buy a paperback
Best Practice Guide for Customer Service Professionals (2nd Edition)
By Stephanie Edwards
The Best Practice Guide for Customer Service Professionals covers the knowledge, understanding and skills needed to become a customer service professional.
The guide provides a stimulating blend of information, ideas and activities, including self-assessments.
This 2nd edition covers all the knowledge requirements of the UK's National Occupational Standards for Customer Service.
Paperback ISBN 978-0954874414 / eBook ISBN 978-0954874469
Best Practice Guide for Customer Service Professionals E-Book: £9.00
Best Practice Guide for Customer Service Professionals - paperback prices:
£12 (Delivery in UK) / £17 (Delivery in EU) / £20 (Delivery outside EU)
Buy a paperback
NEW! Best Practice Guide prices reduced!
Customer Service Managers: £15.00 Customer Service Professionals: £12.00
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Need multiple copies?
*Single copy licenses are for individual use only and it is illegal to make copies for distribution. If you require multiple copies, we offer a 10-copy license and a 20-copy license at reduced prices. For more than 20 copies of the e-books please contact us for rates.