Laser Lessons - Lesson

P2BA44-5

Watch this video showing a bad example of customer service, produced by TDM Videos.

What suggestions would you make to the customer service assistant about ways he could improve his service delivery?
Can you think of a time when a customer that you were dealing with seemed unhappy with the service being given, what did you learn from this experience and how have you improved since then?

It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.

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