P2CS3-3
In this tutorial you will learn:
- The difference between customer needs, wants, and expectations.
- How to identify customer needs and provide advice.
- The importance of being professional, courteous, and reliable when dealing with customers.
Table of Contents
- Tutorial Video
- Reading Materials
- ‘Working towards customer satisfaction’, webpage from the Skills You Need website.
- ‘Great customer service starts with keeping promises’ blog post by Greg DeVore on the Screen Steps website.
- ‘Customer needs / wants / expectations’ webpage from the Angry Customer website.
- ‘The customer service pocketbook’ by Tony Newby and Sean McManus, published by report by Management Pocketbooks.
- ‘The importance of exceeding customer expectations’ webpage from the Marketing Donut website.
- Presentation
- Good Practice Example
- Click to watch this video ‘Business management and customer service: Customer service techniques’, this video was produced by eHow. Click to watch ‘How to manage customer expectations’, this video was produced by Noah Fleming.
- Click to watch this video ‘Business management and customer service: Customer service techniques’, this video was produced by eHow. Click to watch ‘How to manage customer expectations’, this video was produced by Noah Fleming.
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Find ‘Five Star Service: How to Deliver Exceptional Customer Service’ by Michael Heppell, published by Pearson Educational, and read: Chapter seventeen ‘One chance to make a first impression’ Chapter twenty-one ‘It’s not what you say’ Chapter thirty-nine ‘Designing fantastic service’ Chapter fourty-six ‘Special requirements’ N.B. You do not need to buy this book, you should be able to find it at your local library service.
- Find and read chapter one ‘An introduction to customer care’ in ‘Customer care excellence: How to create an effective customer focus’ by Sarah Cook, published by Kogan Page. N.B. You do not need to buy this book, you should be able to find it at your local library service.
- Click on the link and read ‘Delivering great customer service’ from the Call Centre Helper website.
- Find and read chapter seven ‘Great customer experiences set and then meet expectations’ in ‘The ten principles behind great customer experiences’ by Matt Watkinson, published by Pearson Educational. N.B. You do not need to buy this book, you should be able to find it at your local library service.
- Think And Challenge
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