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CAREER-BASED ESP English for Customer Care Articles Selection

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.

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.

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.

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.

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.

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.