March 2010
Intermediate to advanced
262 pages
5h 59m
English
Content preview from Customer Care
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3
What is customer service?
Treat every customer as if they sign your pay-cheque – because they do. (Anon)
There are no traffic jams along the extra mile. (Roger Staubach)
Aims
The aims of this chapter are as follows:
to identify the ingredients of good/bad/excellent service in practice;
to recognise the importance of customers’ expectations and feelings.
To assist with planning, Table 3.1 presents a suggested session plan.
Table 3.1
Session plan – what is customer service?
*A, activity (participants); F/C, flipchart; H/O, handout; P/I, ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.