Be able to deliver customer service
Click to watch this video produced by Infoteam Consulting that shows good practice in understanding customer needs.
Table of Contents
- Tutorial Video
- Reading Materials
- ‘Ten Best Customer Service Skills and Techniques’, webpage from the Service Skills website.
- ‘Tips to improve customer service’, webpage from the Skills You Need website.
- ‘Customer Service Pocketbook’, by Tony Newby and Sean McManus, 2nd Edition 2013, published by Management Pocketbooks.
- '16 types of customer needs (and how to solve them)’ on the Hubspot website
- Presentation
- Good Practice Example
- Good Practice Example
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- This article from the Intelligent SME website looks at ‘Adapting to changing customer needs in post-lockdown Britain’
- Click to read ‘How to create a customer service plan’ from the Edward Lowe Foundation. Are there any areas for improvement in your customer service delivery?
- 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
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