“If you put yourself in the customer’s shoes then you’d realise what they feel and what they want from you”
Make no mistake we all know what bad customer service looks and feels like ! Especially if we’ve been left for a long time on the telephone or felt ripped off!
One way to think about enterprise is to think about what would Richard Branson do if he ran a school? It’s a good question to ask because Richard Branson is known to be someone who takes risks to innovate, offer great customer service and seems to have fun in running services. As someone who struggled in school he once said ” I was dyslexic, I had no understanding of schoolwork whatsoever….. and it was one of the reasons I left school when I was 15 years old. And if I’m not interested in something, I don’t grasp it!”
One of the great activities in this section of the Facework site is the Challenge ‘Watching the Worker’ where you go undercover and assess good customer service in action as well as the other STEPS skills.
Online Learning Resources
Below we've selected a range of websites, films, adverts, songs, quotes and apps which help you think about being more enterprising. If you find other ones which you think are worth sharing here do let us know.
Controlling risks - The Magnificent Seven
Controlling risks - The risksGo to site
Delighting customers - Beatbox brilliance
Delighting customers - Customer Service
Delighting customers - ImageGo to site
Delighting customers - imageGo to site
Delighting customers - Image quoteGo to site
Handling change - 10 Tips for handling change in the workplaceGo to site
Handling Change - Calm appGo to site
Handling Change - Man In The Mirror
Handling Change - QuotesGo to site
Handling Change - Who moved my Cheese?
Knowing what the customer wants - Bad Customer Service Montage
Knowing what the customer wants - Customer Centric
Knowing what the customer wants - ImagesGo to site
Knowing what the customer wants - Joseph Pine: TED talk
Knowing what the customer wants - KNOW YOUR CUSTOMERS' NEEDSGo to site
Knowing what the customer wants - QuotesGo to site
Knowing what the customer wants - Quotes imageGo to site
Knowing what the customer wants - Richard Branson
Knowing what the customer wants - Simon & Garfunkel
Knowing what the customer wants - Top 52 Customer Service Mobile AppsGo to site
Knowing what the customer wants - Understanding Customer Needs
Knowing what the customer wants - What are Customer needs, wants and demands?
Spotting a problem - Top appsGo to site
Using Feedback - QuickTapSurvey appGo to site
Using Feedback - QuotesGo to site
Using Feedback - The Power of Positive Feedback
Using Feedback - The school of rock
Using Initiative - Be human
Using Initiative - QuotesGo to site
Using Initiative - Science Of Persuasion