If we agree that a key organisational driver is to deliver customer service in a way that satisfies our customers, so it’s important to know how satisfied our customers are. What are the techniques involved?
A contact centre or call centre is a centralised office used for receiving and/or making customer contacts by telephone, email fax or webchat
Customer service standards (and performance against them) are a key component in the delivery of service that achieves customer satisfaction
What is customer information? More importantly, what can we do with customer information that has positive effects on the bottom line?
What gets measured gets done. Metrics is an important customer service tool and a large subject in its own right
This topic sheet looks at why communication is so important and offers some crucial principles to bear in mind when communicating with customers, whether over the phone, in person or in writing.