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

Where a complaint can't be resolved at point of entry, it will required to be escalated or referred up the line. In some cases, a complaint may reach deadlock.

There are some simple steps that if followed can ensure that complaints are resolved effectively

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.