By Institute of Leadership & Mana
With 40 good established and straightforward to stick to subject matters to select from, every one workbook has a variety of case stories, questions and actions to fulfill either somebody or organization's education wishes. no matter if learning for an ILM qualification or trying to increase the talents of your staff, large sequence presents crucial suggestions, frameworks and methods to help administration and management improvement. *Developed by means of the ILM to help their point three Introductory certificates and certificates in First Line administration *Well-structured and straightforward to keep on with *Fully revised and up-to-date
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Additional resources for Caring for the Customer Super Series, Fourth Edition
2 Bad service I wanted to buy a particular technical book. I went to the desk to ask a sales assistant, but she seemed to be very busy doing something else, and didn’t even look at me. After a few moments I said ‘Excuse me . ,’ but, still without looking up, she said, ‘Sorry, I’m busy. ’ 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.
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). 2 Good attitude The basis of a good attitude to customer care is accepting that: customers are the most important people in our working life; satisfying their needs is our most important task. 47 Session C We need to respect our customers, which means meeting their needs in a way which is friendly without becoming too familiar.
If you are intending to take this course of action, it might be better to write your answers on separate sheets of paper. 1 1 38 15 mins Who is your own most important customer? ) Session B 2 What are this customer’s needs in relation to you and your team? 3 How well do you meet these needs under the main customer satisfaction headings (ring the statement which is nearest the truth)? very well quite well so-so not very well very badly a product factors? 1 2 3 4 5 b convenience factors? 1 2 3 4 5 c human factors?