Good attempt...
If u r using it somewhere ... it's more of gyaan...
Why not add some exercises / role plays / examples of good & bad customer service... Cos. which are known for good or bad customer service e.g. wal Mart, FedEx, Virgin Airlines, SAS, Kingfisher / Jet Airways / Dominos Pizza etc.
Customer
“There is only one boss, and whether a person shines shoes for a living or heads up
the biggest corporation in the world, the boss remains the same. It is the customer!
The customer is the person who pays everyone’s salary and who decides whether a
business is going to succeed or fail. In fact, the customer can fire everybody in the
company from the chairman (CEO) on down, and he can do it simply by spending his
money somewhere else.
Literally everything we do, every concept perceived, every technology developed and
associate employed, is directed with this one objective clearly in mind – pleasing the
customer.”
-- Sam M. Walton, CEO Wal-Mart