P3CS24-1
‘Customer care excellence’ by Sarah Cook, published by Kogan Page.
Read chapter nine ‘Recognition and reward’.
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
- ‘Recognition programs and awards’ webpage from the FedEx website.
- ‘Customer service award’ webpage from the Chelmsford City Council website.
- ‘Building a business case’ webpage from the Project Smart website.
- ‘Customer care excellence’ by Sarah Cook, published by Kogan Page.
- Presentation
- Good Practice Example
- Click on the link to watch ‘National Business Awards winners 2014’, this video was produced by BroadcastExchange. It shows how awards work for the recognition of large and small businesses. Click on the link to watch a video about the ‘Bupa One Life Awards’ (2012). This video was produced by Bupa, and demonstrates the benefits to employee satisfaction of recognition through an awards programme.
- Click on the link to watch ‘National Business Awards winners 2014’, this video was produced by BroadcastExchange. It shows how awards work for the recognition of large and small businesses. Click on the link to watch a video about the ‘Bupa One Life Awards’ (2012). This video was produced by Bupa, and demonstrates the benefits to employee satisfaction of recognition through an awards programme.
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Click on the link to read ‘Creating SMART goals and objectives for an awards programme’ from the Incentives Marketplace website.
- Find and read: Chapter eight ‘Measure, monitor, and reward’ in ‘Successful customer service: Get brilliant results fast’ by Pauline Rowson, published by Crimson Publishing. N.B. You should be able to borrow this book from your local library.
- This article from the Forbes website on how ‘New research unlocks the secret of employee recognition’ looks at the impact of awards programmes.
- Think And Challenge
- Click on the link to read this case study on the importance of customer service at Homebase.
- What do you think about the most positive parts of the Homebase Retail Staff Award, and the Homebase Recognition Award?
- How do the awards engage and motivate staff, as well as recognise star performance?
- 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.
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