Managing Customer Service, 5th Edition

Table of contents

1. Front Cover
2. Title Page
3. Copyright
4. Contents
5. Series preface
6. Unit specification
7. Workbook introduction
   1. 1 ILM Super Series study links
   2. 2 Links to ILM qualifications
   3. 3 Links to S/NVQs in management
   4. 4 Workbook objectives
   5. 5 Activity planner
8. Session A: About customers
   1. 1 Introduction
   2. 2 What is a customer?
   3. 3 Non-commercial organizations and their customers
   4. 4 External customers
   5. 5 Internal customers
   6. 6 Summary
9. Session B: What is customer care?
   1. 1 Introduction
   2. 2 Customers old and new
   3. 3 The three pillars of customer satisfaction
   4. 4 Meeting the needs of external customers
   5. 5 The quality of personal service
   6. 6 Telephone contacts
   7. 7 Summary
10. Session C: Delivering customer care
    1. 1 Introduction
    2. 2 Identifying your customer care problems
    3. 3 Managing for customer satisfaction
    4. 4 Setting and monitoring standards
    5. 5 A customer care culture?
    6. 6 Summary
11. Performance checks
    1. 1 Quick quiz
    2. 2 Workbook assessment
    3. 3 Work-based assignment
12. Reflect and review
    1. 1 Reflect and review
    2. 2 Action plan
    3. 3 Extensions
    4. 4 Answers to self-assessment questions
    5. 5 Answers to activities
    6. 6 Answers to the quick quiz
    7. 7 Certificate