Customer Service Topic Sheets

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

Speech Analytics is a powerful tool which enables an organisation improve customer service. It consolidates data from both IT and telephony systems to categorise, observe, investigate, act on and measure customer behaviours.

Customer service standards (and performance against them) are a key component in the delivery of service that achieves customer satisfaction

Benchmarking has become an important methodology for providing a fast-track to achieving organisational excellence. This topic sheets investigates the different types of best practice benchmarking and their relative benefits.