P2BA44-4
Table of Contents
- Tutorial Video
- Reading Materials
- ‘Customer care’ webpage on the Marketing Donut website.
- ‘Know your customers’ needs’ webpage on the Info Entrepreneurs website.
- ‘Service offer’ definition on the Institute of Customer Service website.
- ‘Understanding consumer regulations’ guide on the Which? website.
- Read your organisations’ standards on presentation and behaviour, and policies and procedures when providing customer service.
- Search on the internet for information about the Consumer Rights Act 2015.
- ‘Equality’ webpage from the Business Balls website.
- Presentation
- Good Practice Example
- Click to watch ‘Virgin stars of the year 2011 - customer service special award winner’, this video was produced by Virgin Careers and demonstrates excellent customer service. Click to watch a video showing a good example of customer service, this video was produced by TDM Videos.
- Click to watch ‘Virgin stars of the year 2011 - customer service special award winner’, this video was produced by Virgin Careers and demonstrates excellent customer service. Click to watch a video showing a good example of customer service, this video was produced by TDM Videos.
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Click to read ‘Keeping your customers informed’ from the Examiner website.
- Click to read ‘The Consumer Rights Act 2015’ webpage from the Citizens Advice website. This webpage describes a new consumer protection act that will be coming into force on 1st October 2015.
- Click to watch ‘Active listening. How to be a great listener’, produced by Optimal Lifestyle. This video relates to active listening in personal relationships, but the tips are also useful for building trust in customer service.
- Think And Challenge
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