Table of Contents
Aim 2: Expressing concerns and creating a climate for learning
Aim 3: Understanding the aims of the course
Aim 4: Establishing the ground rules
Aim 5: Clarifying the role of the facilitator
Chapter 3: What is customer service?
Aim 1: Identifying the constituents of good/bad/excellent service in practice
Aim 2: Recognising the importance of customers’ expectations and feelings
Chapter 4: Who are our customers? The customer service chain
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