Unit 4 – Task 2 For this task, you are required to produce a Customer Service Training Guide to be given to all staff working for the “cruise Line”

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Presentation transcript:

Unit 4 – Task 2 For this task, you are required to produce a Customer Service Training Guide to be given to all staff working for the “cruise Line” on which this unit is based. As part of your booklet, you must ensure you include ALL of the following points:

Pages: Cover Welcome Contents Guidelines – what is customer service? What is expected? Appearance, Atmosphere and Performance in the work place. Communication skills - face to face/phone/written Presentation – Uniform and Personal Team Work Selling Skills – listening and building a rapport Complaint handling procedure Useful Contacts