This easy-to-read customer service handbook is the ideal resource to support customer service training. In addition to covering the entire learning outcomes of the level 2 award in customer service, it can also be used to support in-house training programmes.

In addition to this, we believe that it is essential reading for anyone that works in a customer-facing role and acts as the perfect introduction to good customer service practices.

Topics covered include:

• The principles of customer service
• How customers’ needs and expectations are formed
• Interpersonal skills and appropriate behaviour
• Responding to customers' problems or complaints