Express: English for Customer Care: Student Book and MultiROM by Rosemary RicheyExpress: English for Customer Care: Student Book and MultiROM by Rosemary Richey

Express: English for Customer Care: Student Book and MultiROM

byRosemary Richey

Book & Toy | October 24, 2007

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A new series of short, specialist English courses for professions such as human resources, or marketing and advertising, and work skills such as telephoning, meetings, and presentations.
Title:Express: English for Customer Care: Student Book and MultiROMFormat:Book & ToyDimensions:10.23 × 7.64 × 0.24 inPublished:October 24, 2007Publisher:Oxford University PressLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0194579069

ISBN - 13:9780194579063

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Table of Contents

1 Introduction to customer care (Customer care success, Customer care businesses and jobs, Surprising facts about customer care)2 Face to face with customers (Body language, A company visit, Meeting do's and don'ts, At a trade fair, The invisible customer)3 Dealing with customers on the phone (General telephoning, The 'customer care' phone call, What the customers really hear)4 Call centre success (Taking an order, Hotline troubleshooting, Customer-centred call centres)5 Delivering customer care through writing (Effective letters and emails, Formal and informal writing styles, The five Cs of customer care writing, A case study)6 Dealing with problems and complaints (Complaint stratagies and policies, The letter of apology, Explaining company policy, Some opinions about complaints and apologies)AppendixTest yourself!Partner Files Partner APartner Files Partner BAnswer keyTranscirptsA-Z word listUseful phrases and vocabulary