This new edition demystifies the underlying concepts of Customer Service and presents them within an Irish context. It contains a chapter on vital up-to-date Irish consumer legislation.

Role play guidelines & practical exercises prompt students to engage in and practise the principles of Customer Service

Guides the student through the preparation of a customer care plan

Presents a detailed case study on Sunworld's customer care plan

Assignments and practice questions are provided at the end of each chapter

Includes sample Level 5 exam papers

Written for students studying Customer Service at FETAC Levels 5 and 6 in: Business Studies Secretarial & Bilingual Security Studies Security Systems Technology Hairdressing Tourism/Hospitality Sport & Recreation Marketing Retail Studies

Also suitable for students undertaking any course with a Customer Care element