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. *Developed by the ILM to support their Level 3 Introductory Certificate and Certificate in First Line Management *Well-structured and easy to follow *Fully revised and updated
Author(s): Institute of Leadership & Mana
Series: ILM Super Series
Edition: 4
Publisher: Pergamon Flexible Learning
Year: 2002
Language: English
Pages: 120
front cover......Page 1
copyright......Page 3
table of contents......Page 4
2 Links to ILM Qualifications......Page 6
4 Workbook objectives......Page 7
5 Activity planner......Page 8
2 What is a customer?......Page 10
3 Non-commercial organizations and their customers......Page 13
4 External customers......Page 18
5 Internal customers......Page 21
6 Summary......Page 28
2 Customers old and new......Page 30
3 The three pillars of customer satisfaction......Page 36
4 Meeting the needs of external customers......Page 41
5 Summary......Page 51
1 Introduction......Page 52
2 Whose customers are they?......Page 53
3 A quality personal service......Page 55
4 Telephone contacts......Page 63
5 Customer complaints......Page 67
6 Summary......Page 72
1 Introduction......Page 74
2 Identifying your customer care problems......Page 75
3 Managing for customer satisfaction......Page 84
4 Setting and monitoring standards......Page 89
5 A customer care culture?......Page 94
6 Summary......Page 98
1 Quick quiz......Page 100
2 Workbook assessment......Page 102
3 Work-based assignment......Page 103
1 Reflect and review......Page 104
2 Action plan......Page 107
3 Extensions......Page 109
4 Answers to self-assessment questions......Page 110
5 Answers to the quick quiz......Page 113
6 Certificate......Page 115
