Sign Up/Log In
Browse
Courses
Browse
Topics
Go
Warning
: file_get_contents(/media/media/pdf/p3cs1-1readinga.pdf): Failed to open stream: No such file or directory in
/var/www/laserLessons/pageFunctions.php
on line
644
P2BA44-1
Table of Contents
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
