Caring for the Customer Super Series, Fourth Edition by Institute of Leadership & Mana

By Institute of Leadership & Mana

With 40 good established and simple to persist with subject matters to select from, every one workbook has quite a lot of case stories, questions and actions to satisfy either someone or organization's education wishes. even if learning for an ILM qualification or trying to improve the talents of your staff, tremendous sequence offers crucial ideas, frameworks and strategies to aid administration and management improvement. *Developed by way of the ILM to help their point three Introductory certificates and certificates in First Line administration *Well-structured and simple to persist with *Fully revised and up-to-date

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After that, even if everyone else was charming and helpful, Mrs Hussein may think twice before travelling by coach again. All staff who may come into contact with customers should be trained to treat them the right way. 45 Session C 3 A quality personal service A Director of a large retail chain paid a surprise visit to a rather run-down store in her group, where no one knew her. ’ It should be obvious what customers expect from their suppliers’ staff: we are all customers ourselves, and we know what good service and bad service means.

This involved bad attitude (not being willing to help) and bad behaviour (an unfriendly manner and failure to make eye contact). 3 Good service I phoned my computer suppliers to ask about a problem I was having with a disk drive. The person who answered my call said, ‘I’m sorry, sir, I’m not familiar with that particular machine, and the person who deals with them is tied up at the moment. ’ Half an hour later, the other person called back and sorted out my problem. That was an example of all three elements of the ABC at work: good attitude, good behaviour and competence (both from the person who competently passed on my message and the one who competently solved my problem).

39 Session B Self-assessment 2 1 10 mins Complete the following sentence so that it makes sense: Customer care is about serving customers in a way that meets their 2 and . Comment briefly on these statements: a If your organization loses customers it can always replace them. b Customer care is mainly about the quality of the customer contact staff. c The product factors are the most important element in customer satisfaction. d Caring for customers and marketing are separate issues. 3 On a typical day, Mullet and Hake Ltd upset three customers but please seven.

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