P3CS19-1
Table of Contents
- Tutorial Video
- Reading Materials
- ‘Using a SWOT analysis to improve sales and customer service performance’ article from Steve Ferrante’s Pinnacle Performance Champions blog.
- ‘Understanding your customers’ webpage from the Marketing Donut website.
- ‘Customer experience for dummies’, by Roy Barnes and Bob Kelleher, published by Wiley Publishing Inc.
- ‘Five Star Service: How to Deliver Exceptional Customer Service’ by Michael Heppell, published by Pearson Educational 2010.
- Presentation
- Good Practice Example
- Click on the link to watch a video produced by Next IT Corporation, in this video people are talking about their desires for customer service improvements. Click on the link to watch a video about customer service improvements, by Ryanair.
- Click on the link to watch a video produced by Next IT Corporation, in this video people are talking about their desires for customer service improvements. Click on the link to watch a video about customer service improvements, by Ryanair.
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Find and read: Part three ‘Listening to customer’, and chapter four ‘Implementing a service excellence strategy’ in ‘Customer care excellence: How to create an effective 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 to read the ‘Customer service’ webpage on the Chartered Institute of Internal Auditors website.
- Click on the link to read ‘4 practical ways to improve your customer service right now’ by Tara Kelly on the Fast Company website.
- Think And Challenge
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