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In the workbook you will learn who customers are, what they want
and how you can play your part in keeping your customers satisfied,
whatever work you are engaged in.
- Newly appointed team leaders or supervisors
- Anybody wanting to develop a particular management skill
These materials are designed to develop and update skills of
potential, newly appointed and experienced supervisors, team leaders
and managers, offering a choice of flexible, work based materials to
improve individual and organisational performance.
- Identify your customers and recognise your position as
suppliers
- List the five rights of customers and apply them in your own
work situation
- Motivate people to keep the customer in focus
- Enhance your performance so as to provide superior customer
service
- Analyse customer feedback against standards and take
appropriate action to deal with complaint
Introduction
Customers and their expectations
Why are
customers important?
The benefits of customer focus
Who are
your customers?
Internal and external customers
What
customers want
The five rights of customers
Keeping the
customers in focus
Management plans and decisions
Happy staff
Quality goals
The climate or atmosphere
Customer focus
summary Improving service to your customers
Introduction
Communicating with the customer
Communicating with external
customers
Communicating with internal customers
Achieving
superior customer services
Customers are people
Strengthening
communication links 2 Encouraging accountability 31
Fostering a
team approach
Enhancing performance
Setting and
communicating objectives
Setting and communicating standards
36
Obtaining feedback
Checklist for reviewing
performance
Customer complaints
This workbook as an off the shelf product is priced at £28.50. Discounts available on quantity. Any adapted or
customised version will be POA. |