Improving customer service

• Newby, T, McManus, S. Customer Service Pocketbook, 2nd edition. Alresford: Management Pocketbooks; 2002
• Boden, A. Handling Complaints. Alresford: Management Pocketbooks; 2001.
• Bee, F, Bee, R. Customer Care. Training Extras. London: Institute of Personnel and Development; 1995

The next step is to put these ideas into action. Finish by recording your learning outcomes.