Laser Lessons - Lesson

P3CS26-1

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

Read: Chapter five ‘Complaints – a chance to shine!’ Chapter six ‘Embracing new technology’ Chapter seven ‘Beware the silent customer’ Chapter thirty-one ‘Customer magic moments’ Chapter forty ‘Creativity gives better service’
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

‘How to build a successful customer self-service strategy’ webpage from the My Customer website.
‘The emergence of the counter-free bank branch’ webpage from the BBC business website.
‘The problem with self-service checkouts’ webpage from the BBC magazine.
‘Five star service: How to deliver exceptional customer service’ by Michael Heppell, published by Pearson Educational 2010.
‘Customer care excellence: How to create an effective customer focus’, by Sarah Cook, published by Kogan Page.

Presentation
Good Practice Example

Click on the link to watch a video produced by Crunchlins about the problems using self-service equipment. Click on the link to watch a video produced by Harper Adams University, this video is called ‘Using library self-service machines’.
Click on the link to watch a video produced by Crunchlins about the problems using self-service equipment. Click on the link to watch a video produced by Harper Adams University, this video is called ‘Using library self-service machines’.

Interactive Quiz
Evidence Opportunities
Extended Learning

Click to read a study about airport self-service technology by the International Journal of Computer Science Issues. Read section one ‘Introduction’ and section two ‘Overview of Airport SST’.
Click to read ‘Decision making and problem solving strategies’ by John Adair, published by Kogan Page.

Think And Challenge

Click to read this case study about 3M working in partnership with Southwark Borough Council on self-service units. RFID is radio-frequency identification; a method of using electromagnetic fields to track items.
- If your organisation installed these new self-service units, how would you ensure that you understood how they worked and could also help customers to use them?
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.