Customer Service Tools for Supervisors

This web page is designed to provide resources for supervisors that create team learning opportunities, as well as expanding current awareness of customer service.

This page is a pilot, and further development will be based on feedback from you, and evolving thinking and learning in the area of customer service delivery.

• Monash Quality in Support Services
• Customer Service at Monash
• How committed are you to customer service? (Self assessment)
• Handy Tips
• Questioning for Clarity
• Handling Customer Complaints
• Handling Angry Customers
• You as the Customer
• The Key Service Relationship Activities
• Seven Steps to maintaining Superior Customer Service During Peak Periods
• Do you or your team need more skills in customer service?
• SDU Customer Service training modules
• Arrange for a consultation for your workgroup

The following books and videos may also be useful:

• Good Service is Good Business Ref 272B
• Quality Customer Service Ref 123B
• Teamwork for Customers Ref 225B
• In the Customers' Shoes Ref 26V
• Customer Service Ref 22V

View the full list of resources available from Staff Development Unit

To order any of these resources contact Vicki Mihalakopoulos or by phone ext. 56800