Customer Service Topic Sheets

Performance Management can be defined as a way of managing people that encourages and helps them to make optimum use of their capabilities for the achievement of the organisation's business strategies and objectives.

Speech recognition technology (hardware and software) can be used to enable customers to communicate with an organisation or an individual to communicate with a personal computer

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

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.