Customer Service

Compendium of Customer Service Questionnaire and Inventories

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The 49 instruments in this collection deal with understanding, attitudes and behaviour across a wide range of skills and functions, from counselling to customer care, from leadership to recruitment. There are checklists, profiles, questionnaires and self-assessments, some for individuals, some for groups, all indexed by topic for ease of reference.

The material can be used to raise self-awareness and/or stimulate reflection and discussion, either on a stand-alone basis or as part of a training event or programme. In many cases the author has provided additional help in the form of guidance on key learning points, making the material especially valuable to trainers. Also, some of the instruments incorporate action plans to encourage the application of what has been learned.

All in all, the Compendium represents a rich resource for trainers, team leaders and consultants.

Author: Sarah Cook
Publisher: Gower
ISBN: 0-566-08088-5
Price: £65 including carriage