P3CS12-1
Find and read: Chapter three ‘Listening to customers’ and chapter eight ‘Communications’ in ‘Customer care excellence: how to create an effective customer focus’, by Sarah Cook, published by Kogan Page.N.B. You should be able to borrow this book from your local library.
Table of Contents
- Tutorial Video
- Reading Materials
- ‘Using Body Language in Customer Service’ webpage from the Body Language Expert website.
- ‘The Top 25 positive words and phrases’ webpage from the Call centre helper website.
- ‘Brilliant communication skills’ by Gill Hasson, published by Pearson.Chapter one ‘What is communication? Knowing your communication style’Chapter three ‘Active listening and skilful questioning’Chapter four ‘Reading between the lines: feelings, emotions and attitudes'Chapter five ‘What to say, and how to say it’
- Presentation
- Good Practice Example
- Click to watch this video called ‘NHS customer care - First Impressions’, this video shows a bad customer service experience. Click to watch this video produced by LTUCareers, this video explains effective verbal communication skills when interacting with customers and colleagues.
- Click to watch this video called ‘NHS customer care - First Impressions’, this video shows a bad customer service experience. Click to watch this video produced by LTUCareers, this video explains effective verbal communication skills when interacting with customers and colleagues.
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Find and read: Chapter fourteen ‘Diagnosing your customer experience ailments’ in ‘Customer experience for dummies’, by Roy Barnes and Bob Kelleher, published by Wiley Publishing Inc.N.B. You should be able to borrow this book from your local library.
- Find and read: Chapter three ‘Listening to customers’ and chapter eight ‘Communications’ in ‘Customer care excellence: how to create an effective customer focus’, by Sarah Cook, published by Kogan Page.N.B. You should be able to borrow this book from your local library.
- Click on the link and read ‘How to read body language signs and gestures’ from the Business Balls website.
- Search on the internet for information about the Consumer Rights Act 2015.
- Think And Challenge
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