Caring for the Customer

Workbook introduction- ILM Super Series study links; Links to ILM qualifications; Links to S/NVQs in management; Workbook objectives; Activity planner; SESSION A: ABOUT CUSTOMERS; Introduction; What is a customer?; Non-commercial organizations and their customers; External customers; Internal customers; Summary; SESSION B: WHAT IS CUSTOMER CARE?; Introduction; Customers old and new; The three pillars of customer satisfaction; Meeting the needs of external customers; Summary; SESSION C: DIRECT CUSTOMER CONTACT; Introduction; Whose customers are they?; A quality personal service; Telephone contacts; Customer complaints; Summary; SESSION D: DELIVERING CUSTOMER CARE; Introduction; Identifying your customer care problems; Managing for customer satisfaction; Setting and monitoring standards; A customer care culture?; Summary; Performance checks; Reflect and Review;