Laser Lessons - Lesson

P3CS17-1

‘Five star service: How to deliver exceptional customer service’ by Heppell, published by Pearson Educational 2010.

Read:Chapter seven ‘Beware the silent customer’Chapter fourteen ‘The customer is always right…not!’Chapter twenty-one ‘It’s not what you say’Chapter twenty-two ‘It’s your best friend – the awkward customer’Chapter forty-six ‘Special requirements’
You don’t need to buy this book, you should be able to find it at your local library service.

Table of Contents

Tutorial Video
Reading Materials

‘Characteristics of challenging customers’ presentation from the Prezi website.
‘Empathy skills’ webpage from the Business Balls website.
‘Benefits of product knowledge’ webpage from the About Money website.
‘Customer experience for dummies’ by Roy Barnes and Bob Kelleher, published by John Wiley and Sons 2014.
‘Five star service: How to deliver exceptional customer service’ by Heppell, published by Pearson Educational 2010.
Read your organisations' policies and procedures for dealing with challenging customers.

Presentation
Good Practice Example
Interactive Quiz
Evidence Opportunities
Extended Learning

Click on the link to read the article ‘105 best ways to deal with difficult customers’ on the blog Business Unplugged by Carol Roth.
Find a copy of ‘Customer care excellence: How to create an effective customer focus’ by Sarah Cook, published by Kogan Page 2010. Read: Chapter three ‘Listening to customers’.N.B. You should be able to borrow this book from your local library.
Find a copy of ‘Successful Customer Service: Get brilliant results fast’ by Pauline Rowson, published by Crimson Publishing 2009. Read: Part two ‘Techniques for successful customer service’.N.B. You should be able to borrow this book from your local library.
Search on the internet for information about the Consumer Rights Act 2015.

Think And Challenge

Click on the link to read the ‘How I learnt to deal with difficult customers’ case study.
- How was Carol’s lack of assertiveness affecting how she dealt with challenging customers?
- What did you think were the positive ways that Carol was encouraged to address the problem, and can of think of any other ways to build your confidence in dealing with challenging customers?
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.