N2CPCS1-5
Click to watch ‘Understanding customer needs’, this video was produced by Infoteam Sales Process Consulting.
Table of Contents
- Tutorial Video
- Reading Materials
- ‘Brilliant customer service (brilliant business)’ by Debra Stevens, published by Prentice Hall.
- ‘Customer service’ slideshow from the Slideshare website.
- ‘How to understand your customers’ needs, and expectations.’ Information sheet by the C3 Partnership.
- ‘How to keep your customer service promise’ on the Sudden Business Link website
- Presentation
- Good Practice Example
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Find and read ‘Customer service delivery: research and best practices’ by Lawrence Fogli, published by John Wiley and Sons, 2005.N.B. You should be able to borrow this book from your local library.
- Click to read ‘Ten commandments of great customer service’ by Susan Friedmann, on the About Money website.
- Click to read a report by Ipsos on the importance of the personal touch in customer relationships.
- Click to read ‘Customer loyalty: Who are the real Superbrands?’ on the My Customer website.
- Think And Challenge
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