P3CS3-2
Click to watch this video by Shep Hyken, this video explains how to solve customer problems, even when they aren't your fault.
Table of Contents
- Tutorial Video
- Reading Materials
- ‘Active listening’ by the NHS Improvement team
- ‘Understanding consumer regulations’, webpage from the Which? website.
- ‘Know your rights: Find simple ways to solve your everyday consumer problems’, webpage from the Which? website.
- Search on the internet for information about the Consumer Rights Act 2015.
- Presentation
- Good Practice Example
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Find and read ‘Monitoring, Measuring, and Managing Customer Service’ by Gary Goodman, published by John Wiley & Sons. Pages 41 – 46 ‘Customers want more than information – they also want our empathy and supportiveness’, ‘We understand the importance of good listening’ and ‘Evoking the right response’. 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
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