Laser Lessons - Lesson

P2BA44-5

Table of Contents

In this tutorial you will learn:

Why organisations should constantly be looking for ways to improve their service delivery.
How to approach change and why it is necessary.
How to have a productive discussion about improvements.

Table of Contents

‘Support customer service improvements’ guide by the National Occupational Standards and the Institute of Customer Service (ICS).
‘Want to Improve Customer Satisfaction? Start with Internal Communication’ webpage on the Survey Monkey website.
‘Customer experience for dummies’, by Roy Barnes and Bob Kelleher, published by Wiley Publishing Inc.

Think And Challenge