David Parsons, CEO of the Institute of Customer Service says: “I wholeheartedly recommend the Best Practice Guide for Customer Service Professionals (2nd Edition) to any organisation or individual wanting to work to the new National Occupational Standards in Customer Service. The Guide delivers - in a user-friendly and activity-based style - the underpinning knowledge needed to achieve one of the UK`s level 2 customer service qualifications, namely the S/NVQs or Technical Certificates. This resource is an ideal motivational tool for those working directly with customers. It can help to build, through the knowledge and skills of customer-facing people, today's essential prerequisite for organisational success - a reputation for delivering first-class customer service."
Best Practice Guide for Customer Service Team Leaders
This Best Practice Guide is for supervisors and team leaders of customer service. It will enable people to achieve one of the U.K’s level 3 qualifications in customer service, including the Level 3 Certificate in Customer Service and the Level 3 NVQ in Customer Service. The guide will be published in 2007.
