Customer Service Topic Sheets

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.

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.