Communication, the Key to Quality Customer Service

The mastery of communication techniques is the base to quality customer service. This training manual will teach you the skills to communicate well internal (with your colleagues) and external (with your guests). The chapters in Communication, the Key to Quality Customer Service cover the following essentials:

1. Quality Service as Perceived by the Customer.
2. Four Service Arenas of Personal and Procedural Service.
3. Critical junctures in Communication
4. Internal and External Communication Flows.
5. Feedback as Motivator & Feedback as Compass.
6. Essential Listening Skills to Improve Communication.
7. Gracious Handling of Customer Complaints.

• Bilingual edition, English with facing Arabic.
• 65 LE for members and 80 LE for non-members.
• Available as hardcopy or softcopy for the same price.