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WORK SKILLS ESP  English for Customer Care Articles Selection |
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Article: Telephone Etiquette and Customer Service
BYU-IDAHO Human Resources at www.byui.edu website presents training materials for BYU-Idaho employees about telephone etiquette and customer service.
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Article: Handling Difficult Customer Encounters
Christy Street, the manager of Davinco, Inc. at http://highered.mcgraw-hill.com website presents an article about handling difficult customer encounters.
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Article: A Guide to Complaints Handling and Public Enquiries
Efficiency Unit, The Government of the Hong Kong Special Administrative Region at www.eu.gov.hk website presents a guide to complaints handling and public enquiries. The guide has a variety of contents, such as an effective complaints handling system, handling the initial contact, investigating a complaint, providing a good quality response, handling repeated complaints, etc.
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Article: The Customer Service Pocket Book
Tony Newby & Sean McManus at http://www.liquidizer.demon.co.uk website write the pocket book entitled “The Customer Service Pocket Book”. In the book, we will find the article about empowering great customer service.
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Article: Take the Fear Out of Handling Complaints
Pam Simos of Five Star Training at www.five-startraining.com website advises a simple seven-step solution to successfully handling complaints.
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Article: Increase Customer Satisfaction and Retention through Customer Alignment
Legrand CRM Software at www.legrandcrm.com website presents an article about increase customer satisfaction and retention through customer alignment.
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