By Institute of Leadership & Mana
With 40 good established and straightforward to stick with issues to select from, each one workbook has quite a lot of case experiences, questions and actions to satisfy either a person or organization's education wishes. even if learning for an ILM qualification or seeking to improve the talents of your staff, large sequence presents crucial ideas, frameworks and methods to help administration and management improvement. *Developed by way of the ILM to aid their point three Introductory certificates and certificates in First Line administration *Well-structured and straightforward to persist with *Fully revised and up-to-date
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Additional resources for Caring for the Customer Super Series, Fourth Edition
41 Session B 5 Summary Customer care is part of marketing. Its aim is to keep existing customers happy by serving them in a way that meets their needs and wants. It is ten times easier and ten times cheaper to keep an existing customer satisfied than to win a new one. Every aspect of the service you provide plays a part in customer satisfaction under one of these headings: product factors (the right product at the right price); convenience factors (at the right place and right time); human factors (in the right way).
The woman he spoke to, who was in the Customer Relations Department, was very sympathetic and made an appointment for their most senior technician to call round. However, the next day Amal received an invoice from Dozey for the descaling job. Thinking that the invoice must have been sent out before his phone call, he decided to ignore it. The senior technician arrived the next day, was extremely apologetic about all that had happened, and diagnosed the cause of the problem as a faulty valve. The valve was replaced under Amal’s service agreement, the boiler stopped making a noise and losing pressure – and Amal went on holiday thinking that the whole sorry saga was over at last.
He rung Dozey Heating’s Service Department. They were very apologetic, but said it would be another three days before a third technician could call round. When he eventually arrived, this technician was very friendly but told Amal that the descaling had not been the right solution and what was far more likely to be causing the problem was a leaking radiator. Unfortunately, to discover where the leak was, Amal would have to pull up all the floorboards. Amal spent the night worrying about it all and rang up Dozey Heating the next morning to express his concern and his dissatisfaction with the service he had received so far.