Customer Service books and eBooks delivering the UK's National Occupational Standards
The definitive choice for NVQ students and lecturers alike
Each of our Best Practice Guides:
- Is mapped to NVQ2 (Professionals) and NVQ3 (Managers)
- Delivers all the underpinning knowledge you need
- Includes a glossary of customer service terms
- Includes work based activities provide a rich source of NVQ evidence
- 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.
| ISBN | Format | Price (including delivery) |
|---|---|---|
| 978-0954874421 | Paperback | |
| 978-0954874438 | eBook* (single licence) | £26.00 |
| 978-0954874438 | eBook* (10 copy licence) | £230.00 |
| 978-0954874438 | eBook* (20 copy licence) | £400.00 |
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.
| ISBN | Format | Price (including delivery) |
|---|---|---|
| 978-0954874414 | Paperback | |
| 978-0954874469 | eBook* (single licence) | £22.00 |
| 978-0954874469 | eBook* (10 copy licence) | £200.00 |
| 978-0954874469 | eBook* (20 copy licence) | £360.00 |
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