{"id":46374,"date":"2026-10-24T22:34:21","date_gmt":"2026-10-24T19:34:21","guid":{"rendered":"https:\/\/finstockevarsity.com\/resources\/?post_type=product&#038;p=46374"},"modified":"2026-10-24T22:34:21","modified_gmt":"2026-10-24T19:34:21","slug":"customer-service-and-quality-improvement-in-quality-assurance-certificate-level","status":"publish","type":"product","link":"https:\/\/finstockevarsity.com\/resources\/product\/customer-service-and-quality-improvement-in-quality-assurance-certificate-level\/","title":{"rendered":"Customer Service and Quality Improvement in Quality Assurance   Certificate Level"},"content":{"rendered":"<p>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.<\/p>\n","protected":false},"excerpt":{"rendered":"<p style=\"margin-top: 12.0pt\"><span class=\"fontstyle0\">This book contains the following topics:<\/span><\/p>\n<ul>\n<li>Introduction to Customer Service and Its Link to Quality<\/li>\n<li>Understanding Customer Needs, Wants and Expectations<\/li>\n<li>Communication Skills for Quality Customer Service<\/li>\n<li>Handling Complaints and Difficult Customers<\/li>\n<li>Measuring Customer Satisfaction and Service Quality<\/li>\n<li>Continuous Improvement of Service Quality<\/li>\n<li>Building Customer Loyalty and Retention<\/li>\n<li>Emerging Trends and Careers in Customer Service and Quality Improvement<\/li>\n<\/ul>\n<table>\n<tbody>\n<tr>\n<td>Category:<\/td>\n<td>Certificate Level Book<\/td>\n<\/tr>\n<tr>\n<td>Publisher:<\/td>\n<td><a href=\"https:\/\/finstockevarsity.com\/resources\/\">Finstock Evarsity Publishers<\/a><\/td>\n<\/tr>\n<tr>\n<td>ISBN:<\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td>Authors:<\/td>\n<td>CPA John Kimani, Dr. James Scott<\/td>\n<\/tr>\n<tr>\n<td>Pages:<\/td>\n<td>120<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"featured_media":46376,"comment_status":"closed","ping_status":"closed","template":"","meta":{"jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"product_brand":[],"product_cat":[111],"product_tag":[],"class_list":["post-46374","product","type-product","status-publish","has-post-thumbnail","product_cat-school-of-business-certificate-books","first","instock","downloadable","shipping-taxable","purchasable","product-type-simple"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Service and Quality Improvement in Quality Assurance  Certificate Level - Finstock Evarsity Resources<\/title>\n<meta name=\"description\" content=\"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. 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