Description
This book connects the day-to-day practice of customer service with the discipline of quality improvement, showing how every customer interaction is both a moment of service and a source of quality data. It covers the link between customer service and quality, understanding customer needs, wants and expectations, communication skills, handling complaints and difficult customers, measuring customer satisfaction and service quality, continuous improvement of service quality, building customer loyalty and retention, and emerging trends and careers in customer service and quality improvement. This unit is designed to equip certificate-level students with the practical skills to serve customers well and to use what customers tell them to improve quality.
