Customer Service Topic Sheets

Change management is defined as the process of changing one or more aspects of an organisation, e.g. processes, technology, people's roles and responsibilities, reporting structures, facilities, place and hours of work.

Recruiting the right person for a position requires a thorough, systematic approach and a commitment of management time. The adverse consequences of a wrong recruitment decision can be far reaching

The headline measure of overall customer satisfaction that organisations monitor from one period to the next does not benefit from one widely understood and universally adopted methodology.

At the heart of customer behaviour is the way we make decisions about our purchasing and our supplier loyalty

Business ethics is the application of ethical values to business behaviour. It applies to any and all aspects of business conduct, from boardroom strategies and how companies treat their employees and suppliers to sales techniques and accounting practices

An effective training and development strategy is an essential part of service delivery. How do you get started? What are the key elements?

What are the benefits of customer satisfaction at the micro-economic level i.e. organisational level whether in the private, public or third sector?

A complaint is a gift. What happens when someone complains makes the difference between retaining and losing a customer.

What are the benefits of customer satisfaction at the macro-economic level?

Innovation is defined as the successful exploitation of something new. It is also seen as a crucial source of competitive advantage