Managing Complaints and Feedback
Learn how to use a closed-loop feedback process to manage internal and external complaints. See complaints as a chance to improve the way you do things.
Customer Service
Consistent and effective customer service can help you secure new business and give you a solid-gold reputation. Discover how you and your team can identify who your customers are, as well as what you can do to best meet their needs, and resolve customer problems and complaints successfully.
Improving Our Internal Customer Service
Encourage team members to consider how they work in a wider team, with other teams and internal customers in the organisation. Allow around 40 minutes for completion.
Negotiating With Confrontational Customers
Advice on how to reach a successful outcome when faced with a confrontational customer.
Tips for Dealing with Customers Effectively
Common-sense, practical suggestions for delivering excellent customer service to help you meet and exceed expectations.
Oded Netzer on Customer Retention
Is there a secret recipe for customer retention? Sadly, probably not - but Dr Oded Netzer from Columbia Business School has figured out some of the key ingredients. Discover how to improve your customer retention with Oded's insights in this expert video.
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The RATER Model
Use the RATER Model to highlight areas for improving customer service. RATER looks at Reliability, Assurance, Tangibles, Empathy, and Responsiveness.
Creating a Value Proposition
Five steps for writing and creating a value proposition - a short, clear statement of the benefits of your product or service, with an example.
How to Create Customer Journey Maps
Discover what your customer experience is by creating your own customer journey maps. And use your maps to improve and deliver high quality experiences.
Rude Customers
Use these five strategies to deal calmly and effectively with rude customers who lose control and use abusive words and behavior.
Dealing With Unhappy Customers
Do you know how to deal with an angry client or a frustrated customer? Learn how to resolve difficult situations calmly and effectively.
Five Star Service: How to Deliver Exceptional Customer Service
Author Michael Heppell shows you how to achieve great customer service, without spending a lot of time or money, Learn more about this book, here.