This workbook is aimed at those involved in the provision of customer service either directly or indirectly via their team. This workbook will equip individuals with the tools and knowledge to deal with customers effectively and efficiently.
The workbook is intended to guide you through the process of providing effective customer service in order to improve your team’s effectiveness and performance, as well as you as an individual. It allows you to develop your understanding by providing information and then asking you to apply the concepts to your work.
This workbook can be used in association with other titles in our workbook range. This workbook will increase your understanding and equip you with the necessary skills. You are asked to read and complete the exercises in the book in order to embed your learning.
What is covered?
This workbook covers the following topics:
- What is poor customer service?
- What is good customer service?
- The benefits of providing excellent customer service
- Producing a customer charter
- The communications skills used to provide excellent customer service.
Learning objectives
This workbook enables you to:
- Define the term “customer service”
- Recognise the benefits of improving customer service skills
- Identify and know your customer
- Identify and develop communication skills needed for excellent customer service
