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| CARING FOR THE CUSTOMER SS3
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Managing Activities
To order this title, and for more information, click here
Third Edition
By
NEBS Management, The National Examining Board for Supervision and Management
Description
This workbook will enable managers to:
– explain the meaning and significance of customer care; – identify their internal and external
customers; – identify their customers' expectations and any areas in which they are failing to meet them; – provide an effective lead
for their team in raising the standard of customer care; – ensure that they and theirr team members perform to a high standard in customer-contact
situations.
Audience
First line managers or aspiring managers studying for the NEBS Management Certificate Award or Introductory Award at Certificate level.
S/NVQ Level 3 in Management candidates and Level 4 candidates who require basic background information.
Managers with training needs
in particular skills.
Contents
SESSION A: ABOUT CUSTOMERS; Introduction; What is a customer?; Non-commercial organizations and their customers; Some other external customers;
Internal customers; Summary; SESSION B: WHAT IS CUSTOMER CARE; Introduction; Customers old and new; The three pillars of customer satisfaction;
What do your cusotmers expect? Summary; SESSION C: DIRECT CUSTOMER CAONTACT; Introduction; Whose customers are they? A quality personal
service; Telephone contacts; Summary;
| Bibliographic details |
Paperback, 96 pages, publication date: JUN-1997
ISBN-13: 978-0-7506-3298-0
ISBN-10: 0-7506-3298-4
Imprint: PERGAMON FLEXIBLE LEARNING
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| Price and Ordering |
Price:
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USD 41.95
GBP 24.99
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Last update: 4 Sep 2009
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