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Be able to deliver customer service
Table of Contents
Click on the icon to the left to open an activity sheet containing tasks for you to read and complete. If you have any questions you should contact your tutor who will be able to offer guidance.
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
