Laser Lessons - Lesson

P3CS19-1

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.

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