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Be able to plan the delivery of customer service
Table of Contents
Table of Contents
Tutorial Video
Reading Materials
‘Customer Care’ from the Marketing Donut website
‘How to create customer journey map’ from the Qualtrics website
'Know your customers’ needs’ from the Info Entrepreneurs website.
'Customer service topic sheets’ from The Institute of Customer Service
'Guidance notes’ from The Institute of Customer Service
Presentation
Good Practice Example
Interactive Quiz
Evidence Opportunities
Extended Learning
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
