superseries Managing Customer Service; Copyright; Contents; Series preface; Unit specification; Workbook introduction; 1 ILM Super Series study links; 2 Links to ILM qualifications; 3 Links to S/NVQs in management; 4 Workbook objectives; 5 Activity planner; Session A About customers; 1 Introduction; 2 What is a customer?; 3 Non-commercial organizations and their customers; 4 External customers; 5 Internal customers; 6 Summary; Session B What is customer care?; 1 Introduction; 2 Customers old and new; 3 The three pillars of customer satisfaction; 4 Meeting the needs of external customers

5 The quality of personal service6 Telephone contacts; 7 Summary; Session C Delivering customer care; 1 Introduction; 2 Identifying your customer care problems; 3 Managing for customer satisfaction; 4 Setting and monitoring standards; 5 A customer care culture?; 6 Summary; Performance checks; 1 Quick quiz; 2 Workbook assessment; 3 Work-based assignment; Reflect and review; 1 Reflect and review; 2 Action plan; 3 Extensions; 4 Answers to self-assessment questions; 5 Answers to activities; 6 Answers to the quick quiz; 7 Certificate