Presentation Presentation Article This presentation focuses on the needs of customers and what their motives are when purchasing goods or services. This presentation outlines the different types of customers and their characteristics. It also offers some tips on dealing with the different behaviours presented by customers. . This IPA article on the concept of the internal customer in the public service is very detailed but it presents an overview of this customer in Ireland. Author: Guillaume T Mbenoun Author: Sagina Sailanawata Institute of Public Administration Rating Standards Book There are numerous systems for measuring quality service. This chapter gives a comprehensive overview. For specific vocational information learners should refer to their regulatory bodies and industry associations. Author: Suzanne Twomey Chapter 5 – Quality Service in Customer Service in Ireland Gill and Macmillian ISBN: 9780717152605 Consumer legislation & regulatory agencies Website The citizens information website has an extensive link to legislation relevant to consumers in Ireland. The handling of consumer data is covered by the Data Protection Acts 1988 and 2003 Freedom of Information legislation. Citizens Information Data Protection Commissioner
Article These tips focuses on meeting the communication needs of customers of all abilities Centre for Excellence in Universal Design Disability Authority Customer Service Skills Article Article Workbook Activity Worksheet Presentations This article captures many of the skills required in looking after the customer. It contains reference to customer service case studies. This article focuses on the procedures to be followed when dealing with customers on the telephone. This workbook requires the learner to observe their behaviour and review their actions when dealing with customers This list of activities will provide ideas for role plays and scenarios for use in class. They can be adapted to an Irish concept. DECISION magazine Customer Service Excellence Ireland Apropos Productions Ltd Authors: Darryl S. Doane Rose D. Sloat Author: Jevin Sackett - National
These presentations examine the impact of technology on the delivery of customer service. Die Socialisten Customer Service Documents Book Book The chapters in these books present templates for documents used in communicating with customers. Authors: John Scott and Catherine Fox Author: Chapter 4 – in English and Communications for Business Students Gill and Macmillian ISBN: 9780717140343 Business Letters, Emails and Other Business Documents Pearson Education ISBN: 9780273751939 Customer Service Strategy, Plan and policies Website article This article outlines the importance of taking into consideration the needs of all customers when designing a customer service strategy, plan and policies. Centre for Excellence in Universal Design Disability Authority National
Website article Website article This customer service action plan is a good example of what should be taken into consideration when developing a customer service plan. This article focuses on the key components of a customer service plan. Citizens Information Edward Lowe Foundation Useful Books Name Author Publisher Customer Services Suzanne Twomey Gill and Macmillian ISBN: 9780717152605 Understanding the Customer Hilary Kenny Londubh ISBN: 978-1-907535-06-2 Consumer Behaviour: A Practical Approach Elaine K. Harris Pearson/Prentice Hall ISBN-10: 013274239X Consumer Behaviour Margaret Linehan Gill and Macmillian ISBN: 9780717144563