Customer Service Handbook
Level 2 (Foundation)

The importance of good customer service should not be overlooked. Studies show that by 2020 customers’ purchases will be driven by service and experience, not product or price.

The Customer Service Handbook from Highfield is an invaluable aid to customer service training.

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Product overview

Highfield’s Customer Service Handbook is designed to help learners gain the knowledge and skills to provide good service.

The topics covered by this book include:

  • the principles of customer service
  • how customers’ needs and expectations are formed
  • interpersonal skills and appropriate behaviour
  • responding to customers' problems or complaints
Product details
  • Title: Customer Service Handbook
  • Author: David Borrett 
  • Pages: 32
  • ISBN: 978-1-910964-52-1
  • Illustrations: Full colour illustrations & photos
  • Format: A5 firmback, gloss finish
  • Published: January 2017, 3rd Edition