Laser Lessons - Lesson

Be able to plan the delivery of customer service

Table of Contents

In this tutorial you will learn:

How to identify the needs and expectations of your customers, and understand the 'customer journey'.
About preparing resources to deliver products and / or services.
How to plan for unexpected workloads, and address service failures

Table of Contents

Click to read ’10 task management skills and tips to manage workload’ on the Dzone website.
This article looking at ‘Service failure and service recovery’ is from the Whittaker Associates website.
‘Setting customer service standards’ from The Institute of Customer Service.
Find and read ‘Best practice guide for customer service managers’ by Trevor Arden, Stephanie Edwards, and Anne-Marie Sonneveld, published by Customer 1st International. NB You should be able to borrow this book from your local library or it may be available online as an electronic version.
Find and read ‘Customer service delivery: research and best practices’ by Lawrence Fogli, published by John Wiley and sons. NB You should be able to borrow this book from your local library or it may be available online as an electronic version.

Think And Challenge