Quality: Course Leader Module

This course explains what real customer service is all about and how it gives organizations a competitive edge. The student will be inspired by the examples of British Gas, Texaco and Digital. Practical advice is given on what is meant by customer service, the value of having satisfied customers, how to identify, meet and exceed customers' needs and expectations, and how to develop a programme to review and improve customer service. This course leader's module contains two course videos, a course guide, suggested timetable and background information, hand-out masters, and full-colour OHP transparencies. The hand-out masters contain pre-course reading, background information and exercises. A high-quality drama video accompanies the case study video. The videos use well-known actors to illustrate the key learning points.