P3CS15-1
‘Deliver outstanding customer service’ by Susan and Derek Nash, published by How to Books, 2nd Edition 2002.
Read Chapter one ‘Understanding customer service’, chapter two ‘Delivering outstanding customer service’, and chapter eleven ‘Delighting the customer’.
You do not need to buy this book, you should be able to find it at your local library service.
Table of Contents
- Tutorial Video
- Reading Materials
- ‘The importance of exceeding customer expectations’ article from the Marketing Donut website.
- ‘4 actions to exceed customer expectations’ blog from the Beyond Philosophy website.
- ‘Deliver outstanding customer service’ by Susan and Derek Nash, published by How to Books, 2nd Edition 2002.
- Read the policies and procedures at your organisation, and any relevant legislation, that can limit or vary the service offer.
- Presentation
- Good Practice Example
- Click to watch this video ‘How to consistently exceed customer expectations’ presented by Dr. Tony Alessandra, a graduate professor of marketing. Click to watch this video presented by Noah Fleming called ‘How to Manage Customer Expectations’, this video explains how to manage the gap between customer expectations and what the customer gets.
- Click to watch this video ‘How to consistently exceed customer expectations’ presented by Dr. Tony Alessandra, a graduate professor of marketing. Click to watch this video presented by Noah Fleming called ‘How to Manage Customer Expectations’, this video explains how to manage the gap between customer expectations and what the customer gets.
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Click to watch this video ‘Business is Business - Adding Value to Retail Items’. In the short film the Martial Arts Industry Association looks at some ideas for adding value.
- Find a copy of ‘The ten principles behind great customer experiences (Financial Times Series)’ by Watkinson, published by Pearson Education 2012 and read:Chapter six ‘Great customer experiences leave nothing to chance’Chapter seven ‘Great customer experiences set and then meet expectations’Chapter eight ‘Great customer experiences are effortless’N.B. You do not need to buy this book, you should be able to find a copy in your local library service.
- Think And Challenge
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