Laser Lessons - Lesson

P3CS3-1

Table of Contents

In this tutorial you will learn:

How to deal with customer problems in a way that provides a positive outcome for the customer and the organisation.
Different techniques for monitoring customer problems.
How resolving customers' problems helps improve service, contributes to loyalty, and improves business performance.
Negotiating techniques used to resolve customer problems.

Table of Contents

Find and read: ‘Monitoring, Measuring, and Managing Customer Service’ by Gary Goodman, published by John Wiley & Sons. Read chapter three ‘Monitoring customer service’. N.B. You should be able to borrow this book from your local library.
Click to read: Chapter four ‘Key problem solving strategies’ in ‘Decision making and problem solving’ by John Adair, published by Kogan Page.

Think And Challenge