Mystery Shopping - Quality Control or Staff Snooping?
BBC Working Lunch has come up trumps for business studies once again - this time with a snappy 3 minute video looking at the growing use of mystery shopping…
read more...»Customer Service with a Beat - its a Rap
Another cracker from Adam Fraser (our resident You Tube sleuth) - which provides a superb example of how individuals in a service business can go the extra yard for customers…
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The Costs of Poor Customer Service - United Airlines and the Guitar Hero
Many thanks to Adam Fraser at Netherhall for suggesting this superb video example to use to illustrate the costs of poor customer service…
read more...»Police caution the CEO for insisting on better customer service
Here is a fascinating story that is packed full with business studies material. What happens when a CEO of an airline unleashes a tirade against his staff - in front of his customers - who end up applauding him for his actions?
read more...»The Customer Bites Back via the Blogosphere
A classic mini case study for anyone teaching customer service. Andy Sharman was more than unhappy with their miserable Thomson Holidays trip to Tunisia - so he turned to blogging when Thomson ignored his complaints…
read more...»Top Class Customer Service in Action - Yorkshire Airlines
A big hat tip to Mark Mitchell for showcasing this classic Hale & Pace clip as a way of introducing the topic of customer service…
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(1/5), based on 1 review
A six minute tour round the Dell Factory
We used this video on our AQA AS Unit 2 resource day a few months ago. A super little video of a guided tour around a Dell factory, that also explains key aspects of the supply chain.
read more...»Customer service classic - the upside-down pizza
A classic call into a customer service call centre. The ASDA customer is unhappy that his supermarket has sent a pizza with no toppings. There’s just one, tiny thing that the customer has forgotten to check…
read more...»Q&A - What is meant by having a “customer focus”?
Quite simply, a business that has a “customer focus” is one which takes the time and trouble to understand and address customer needs.
read more...»Q&A - What are the main benefits of good customer service?
The potential benefits to a business from providing a consistently high level of customer service include:
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