1. 1 Hour Training Bubbles Customer Service Casebook
Your Name

2. Objectives At the end of this session you will be able to:
Draw on customer experiences to understand what is and is not acceptable customer service
Identify the actions to take to ensure that we consistently provide an acceptable service to our customers 2

3. Questions to Consider
Does the customer have good reason to be unhappy? Why?
What could the company have done to improve the service to this customer?
What can we learn form this to improve our own customer service?
What could the person dealing with this customer have done better?
If you had been this customer what would you have done? 3

4. The Cases Case 1 Case 4 Case 7 Case 8 Case 5 Case 2 Case 3 Case 6

5. Satisfied Customers
Will buy from you again
Will recommend you to friends and family
Will buy different and possibly more expensive items from you

6. Dissatisfied Customers
Will not buy from you again
Will not recommend you to friends and family
Will not buy different and possibly more expensive items from you

7. Case 1: Cooker Faulty Cooker
Customer trying to get it fixed under warranty

8. Case 2: Refrigerator Refrigerator breaks down after 18 months
Customer trying to get it fixed

9. Case 3: Clothing Delivery
Customer pays for fast delivery but this does not happen
The supplier argues the point

10. Case 4: Birthday Cake Customer orders a birthday cake.
The supplier has the cake ready a week early

11. Case 5: Airline Flight cancelled
Customers left to fend for themselves?

12. Case 6: Limousine Pre Booked wedding car did not turn up on the day
Did it break down?

13. Case 7: Restaurant
Restaurant meal
Problem with the bill

14. Case 8: Vet
Gravely ill pet
Empathy by the vet?

15. Case 9: Computer Chair The customer is trying to buy a chair
How long does she have to wait before she gets served?

16. Objectives At the end of this session you will be able to:
Draw on customer experiences to understand what is and is not acceptable customer service
Identify the actions to take to ensure that we consistently provide an acceptable service to our customers 16