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Understand the concepts and practices underpinning customer service delivery / Understand the relationship between customer service and a brand
Table of Contents
'5 worst side effects of bad customer service (and how to avoid them) from the Impact website.
This article examines some of the impacts of poor customer service.
Table of Contents
Tutorial Video
Reading Materials
‘A Glossary of Customer Service Terms ’ from the Institute of Customer Service.
‘To what extent does branding affect consumers’ purchasing decisions? webpage on the Business 2 Community website
'5 worst side effects of bad customer service (and how to avoid them) from the Impact website.
'10 common customer problems and how to resolve them' on the Indeed website
‘Understanding customer journey touchpoints' on the Qualtrics website
‘Small and mighty: Empowered support teams lead to CX success for SMBs’ webpage on the Zendesk website
'Service Profit Chain: How It Works & Why You Should Care’ from Business 2 Community
Presentation
Good Practice Example
Good Practice Example
Interactive Quiz
Evidence Opportunities
Extended Learning
Click to read ‘Customer Journey Mapping (CJM)’ on the Customer Champions website.
Click to read ‘Here’s why customer experience is everyone’s responsibility’ on the Sugar CRM website.
Click to read ‘The customer journey — definition, stages, and benefits’ on the Adobe Business website.
Think And Challenge
