Tile: Learning Unit 3 - Identify and Formulate Standard for Service Excellence | CB11600 Customer Service

Learning Unit 3 - Identify and Formulate Standard for Service Excellence

Click here to view the introduction to this learning unit.

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- What is Service? Page
  
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- How To Deliver Good Customer Service Page
  
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- Importance of Customer Service Page
  
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- Customer Expectations Page
  
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- How Customers Perceive Service Page
  
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- Customer Satisfaction Page
  
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- Assessments of Service Quality Page
  
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- How Do Customers Rate Service Quality? Page
  
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- The Four Circles of Service Page
  
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- Service Characteristics Page
  
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- Service Specification Page
  
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- Service Recovery Page
  
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- Ensure Customer Service Improvement are "Fit for Purpose" Page
  
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- More Tips for Building Strong Customer Relations Page
  
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- Learning Unit 3 PoE Exercises
  
  Complete the following PoE exercise/s for this learning unit.
  
  Individual Formative Exercise 3A. ‘Moments of Truth’
  
  Individual Formative Exercise 3B. Determine Solutions and Implement
  
  Summative Exercise S2. Presentation of Action Plan
- Click here to access individual formative exercise 3A.
  
  Click on the link below to upload exercise 3A.
- Upload Exercise 3A Assignment
  
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- Click here to access individual formative exercise 3B.
  
  Click on the link below to upload exercise 3B.
- Upload Exercise 3B Assignment
  
  View Make a submission
- Click here to access individual summative exercise S2.
  
  Click on the link below to upload exercise S2.
- Upload Exercise S2 Assignment
  
  View Make a submission

CB11600 Customer Service

Learning Unit 3 - Identify and Formulate Standard for Service Excellence

Learning Unit 3 PoE Exercises