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Customer Service Excellence Participant Workbook www.learningplanet.me
Copyright (c) LearningPlanet Limited
1
Participant Workbook
Customer Service
Excellence
This workbook belongs to
www.learningplanet.me
Customer Service Excellence Participant Workbook www.learningplanet.me
Copyright (c) LearningPlanet Limited
2
Participant Instructions
Welcome to your workbook!
This is to be used in conjunction with the learning material you will find in the corresponding
video module on LearningPlanet – Customer Service Excellence.
Wherever you see the icon (on the top right hand of this page) in a LearningPlanet video
module, you will need to answer questions in this workbook.
The key to getting the most out of these workbooks is to give full and detailed answers to
the questions, it will help you realise that you understand what the question is and that you
have the confidence not only in answering it in the workbook, but also handling a live
situation when you come across with confidence as well.
Your workplace manager/trainer may like to see your answers once you have finished and
there is a space for your manager to mark your answers and provide you with feedback too.
So, let’s see what you are made of!
Customer Service Excellence Participant Workbook www.learningplanet.me
Copyright (c) LearningPlanet Limited
3
Question One
What does excellent customer service mean to you?
Write your answer here...
What are three reasons customers are so important to your business?
1.
2.
3.
Manager/Trainer Feedback:
Customer Service Excellence Participant Workbook www.learningplanet.me
Copyright (c) LearningPlanet Limited
4
Question Two
What are some of the signs that tell you you’re providing great service?
Write your answer here...
What are some ways you think you can get your customers to be advocates or raving fans?
Write your answer here...
Manager/Trainer Feedback:
Customer Service Excellence Participant Workbook www.learningplanet.me
Copyright (c) LearningPlanet Limited
5
MY CUSTOMER SERVICE EXCELLENCE ACTION PLAN
Why are customers important to me?
What I can do to help customers to become
Advocates is:
Two specific things I will start doing to provide
excellent service:
Two specific things I will continue to do to
provide excellent service are:
Two specific things I will stop doing to provide
excellent service are:
Manager/Trainer Feedback: