1. Have you had a really good or bad customer service experience that you can share with the class.

2. Customer Service
The process of ensuring customer satisfaction with a product or service.

3. Read the article on Yodel
Highlight the areas which indicate poor customer service.
What might the consequences to the firm be of poor customer service?
How might the deal with this issue?

4. Customer Service for the Chop!
Is this a good way to deal with unruly customers?

5. Mindmap the benefits of good customer service
Increased sales – more likely to try out other products/services too Customer loyalty –more likely to be a source of repeat business and to recommend the business to friends and family Enhanced public image – helps build a brand and provides protection if there is a slip-up in customer service More effective workforce – satisfied customers help create a positive working environment

6. For each of the three scenarios choose the appropriate action to give good customer service
Why have you chosen the solution?
What benefits might it bring to the firm?

7. How would you deal with this one?