P2BA44-5
Click to watch ‘5 tips to be more helpful for your customers’, this video was produced by Doc Stop TV.
Table of Contents
- Tutorial Video
- Reading Materials
- ‘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.
- Presentation
- Good Practice Example
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Click on the link and read about common problems that consumers have with service providers from the Citizens Advice website.
- Find and read: ‘Monitoring, Measuring, and Managing Customer Service’ by Gary Goodman, published by John Wiley & Sons. Read chapter three ‘Monitoring customer service’. N.B. You should be able to borrow this book from your local library.
- Click to read: Chapter four ‘Key problem solving strategies’ in ‘Decision making and problem solving’ by John Adair, published by Kogan Page.
- Click to watch this video produced by BNET video and presented by Ed Murzio. The video explains a seven step solution to effective problem solving.
- Think And Challenge
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