Customer Service Topic Sheets

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

What is a brand? Is there a simple answer?

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?

Customer feedback is much more than compliments and complaints. What makes customers stay and go and how can we record and act on information?

Once you have filled your vacancies with the right people, how do you make sure that you hold on to them

Interactive Voice Response (IVR) is a technology-based facility to enable a customer to interact with a computer by voice and keypad input

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.

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.