P2CS3-1
‘The customer service pocketbook’ by Tony Newby and Sean McManus, published by Management Pocketbooks; 2nd revised edition, 2013
Read the sections on: ‘What is customer service’ ‘Why customer service matters’ NB. You do not need to buy this book, it should be available from your local library or you may be able to find it online.
Table of Contents
- Tutorial Video
- Reading Materials
- ‘Customers’ on the Business: Australian Government website
- ‘Keeping your eyes on the competition’ webpage from the Marketing Donut website.
- Chapter two ‘Define great service for your organization’.
- ‘The customer service pocketbook’ by Tony Newby and Sean McManus, published by Management Pocketbooks; 2nd revised edition, 2013
- ‘Customer care excellence: How to create an effective customer focus’, by Sarah Cook, published by Kogan Page.
- ‘Customer Service Etiquette Tips: How to keep your customers happy (infographic)' by Mary Shulzhenko.
- ‘The importance of excellent customer service’ by BSI Group
- Presentation
- Good Practice Example
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Find ‘The ten principles behind great customer service’ by Matt Watkinson, published by Pearson Education, and read: Chapter one ‘Why the customer experience matters’ Chapter three ‘The ten principles behind great customer experiences’ Chapter five ‘Great customer experiences satisfy our higher objectives’ Chapter six ‘Great customer experiences leave nothing to chance’ Chapter twelve ‘Great customer experiences put the customer in control’ N.B. You should be able to borrow this book from your local library.
- Click to read about customer service from the Business Balls website.
- Click to read a report by the Institute of Customer Service on the importance of trust in customer service delivery.
- ‘Customer service’ slideshow from the Slideshare website. Click on the link and navigate through the slides.
- Think And Challenge
- Click on the icon and read the case study ‘Pret A Manger: The inside story’.
- In your opinion, what do you think Pret A Manger do well in regards to customer service?
- Can you think of any competitors in the same industry as Pret A Manger that are doing a better job of customer service? If so – what could Pret A Manger learn from their competitors?
- It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.
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