ABSTRACT

With forty well structured and easy to follow topics to choose from, each workbook has a wide range of case studies, questions and activities to meet both an individual or organization's training needs. Whether studying for an ILM qualification or looking to enhance the skills of your employees, Super Series provides essential solutions, frameworks and techniques to support management and leadership development.

chapter 1|3 pages

Introduction

chapter 4|3 pages

External customers

chapter 5|7 pages

Internal customers

chapter 6|1 pages

Summary

chapter 1|6 pages

Introduction

chapter 4|10 pages

Meeting the needs of external customers

chapter 5|1 pages

Summary

chapter 1|1 pages

Introduction

chapter 2|2 pages

Whose customers are they?

chapter 3|8 pages

A quality personal service

chapter 4|4 pages

Telephone contacts

chapter 5|5 pages

Customer complaints

chapter 6|1 pages

Summary

chapter 1|1 pages

Introduction

chapter 2|9 pages

Identifying your customer care problems

chapter 3|5 pages

Managing for customer satisfaction

chapter 4|5 pages

Setting and monitoring standards

chapter 5|4 pages

A customer care culture?

chapter 6|1 pages

Summary

chapter 1|2 pages

Quick quiz

chapter 2|1 pages

Workbook assessment

chapter 3|1 pages

Work-based assignment

chapter 1|3 pages

Reflect and review

chapter 2|2 pages

Action plan

chapter 3|1 pages

Extensions

chapter 4|3 pages

Answers to self-assessment questions

chapter 5|2 pages

Answers to the quick quiz

chapter 6|2 pages

Certificate