Understand the Customer Service Environment

Activities 

Activity 1 Customer satisfaction survey research

Activity 2 Measuring organisational effectiveness

Activity 3 The brand

Activity 4 How does business administration affect customer service

Activity 5 Organisational values

Activity 6 Legislation

Activity 7 Legislation

Activity 8 Overview of the customer environment

Worksheets 

Worksheet 1 Understand the concepts and practices underpinning customer service delivery

Worksheet 2 Understand the relationship between customer service and a brand

Worksheet 3 Customer service and organisations

Worksheet 4 Understand the implications of legislation on customer service delivery

Worksheet 5 Understand the implications of legislation on customer service delivery

Handouts 

Handout 1 The service profit chain

Handout 2 Data protection act 1998

Multiple Choice Questions