Customer Care

List of figures and tables

Figures

4.1. Customer segmentation at Huddersfield University 34

4.2. Multilingual ‘wet paint’ sign, doctored to include a Geordie ‘translation’ 38

5.1. Body postures 63

7.1. Negative and positive attitudes to complaints 105

Tables

0.1. Session plan template xix

3.1. Session plan – what is customer service? 16

4.1. Session plan – who are our customers? The customer service chain 28

4.2. Example of customer categorisation completed by some library services staff 36–8

4.3. Sample responses to the ‘service to’ and ‘service from’ activity 50

5.1. Session plan – communication 54

5.2. Interpretation of postures and gestures 64–5

5.3. Negatives and positives 67

6.1. Session plan – questioning and active listening  ...