2. 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:

3. 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