P2BA49-1
‘Customer care excellence: How to create an effective customer focus’, by Sarah Cook, published by Kogan Page.
Read chapter one ‘An introduction to customer care’, chapter three ‘Listening to customers’ and chapter six ‘The internal customer’.
You do not need to buy this book, you should be able to find it at your local library service.
Table of Contents
- Tutorial Video
- Reading Materials
- ‘Customer Service: Code of Practice and Role Development' webpage from the Business Balls website.
- ‘Customer relationship management’ webpage from the Business Balls website.
- ‘Customer care excellence: How to create an effective customer focus’, by Sarah Cook, published by Kogan Page.
- ‘Monitoring customer satisfaction for beginners’ webpage from the 123-Reg website.
- Presentation
- Good Practice Example
- Click to watch this video called ‘Customer loyalty, retention and referrals’. This video is a short case study explaining the value of in-person meetings in building customer relationships. Click to watch this video produced by Oracle, this video explains how positive customer experience is the secret to customer loyalty management. Click to watch this video called ‘TESCO: The Customer Relationship Management champions’. This video looks at the way that Tesco uses CRM to develop customer relationships.
- Click to watch this video called ‘Customer loyalty, retention and referrals’. This video is a short case study explaining the value of in-person meetings in building customer relationships. Click to watch this video produced by Oracle, this video explains how positive customer experience is the secret to customer loyalty management. Click to watch this video called ‘TESCO: The Customer Relationship Management champions’. This video looks at the way that Tesco uses CRM to develop customer relationships.
- Click to watch this video called ‘Customer loyalty, retention and referrals’. This video is a short case study explaining the value of in-person meetings in building customer relationships. Click to watch this video produced by Oracle, this video explains how positive customer experience is the secret to customer loyalty management. Click to watch this video called ‘TESCO: The Customer Relationship Management champions’. This video looks at the way that Tesco uses CRM to develop customer relationships.
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Find and read: Chapter eight ‘Designing a captivating experience’, chapter nine ‘Eliciting an emotional response’, and chapter eleven ‘Managing customer feedback and fostering dialogue’ in ‘Customer experience for dummies’, by Roy Barnes and Bob Kelleher, published by Wiley Publishing Inc. 2014N.B. You should be able to borrow this book from your local library.
- Click on the link to read the report: ‘Customer satisfaction, loyalty and retention in financial services’ by the Financial Services Research Forum.
- Find and read: ‘Customer Service: A practical Approach’ by Elaine Harris, 5th edition 2009, published by Prentice Hall.N.B. You should be able to borrow this book from your local library.
- Find and read: ‘The CRM pocketbook’ by David Alexander and Charles Turner, 2nd edition 2013, published by Management Pocketbooks.N.B. You should be able to borrow this book from your local library.
- Think And Challenge
Laser Learning Ltd.
Academy House, 3 Langley Quay,
Waterside Drive, Langley,
Berkshire, SL3 6EY