http://www.instituteofcustomerservice.comen-gbCopyright: (C) Institute of Customer ServiceAdded Value is the extra, over and above the basic product or service offer that an organisation makes to its customers. This added value represents extra benefits that can truly delight the customers and keep them loyal.http://www.instituteofcustomerservice.com/1848-4105/Added-Value.htmlhttp://www.instituteofcustomerservice.com/1848-4105/Added-Value.htmlFri, 25 Jun 2010 12:00:00 GMTOr: The way that you do things.http://www.instituteofcustomerservice.com/1848-4104/Behaviour.htmlhttp://www.instituteofcustomerservice.com/1848-4104/Behaviour.htmlFri, 25 Jun 2010 12:00:00 GMTMany trade associations and professional bodies have a Code of Practice that guides members on how they should conduct their business.http://www.instituteofcustomerservice.com/1848-4106/Code-of-Practice.htmlhttp://www.instituteofcustomerservice.com/1848-4106/Code-of-Practice.htmlFri, 25 Jun 2010 12:00:00 GMTSome organisations don’t have competitors in the normal commercial sense of the word. Government organisations like the Inland Revenue and the Police are good examples.http://www.instituteofcustomerservice.com/1848-4107/Comparable-organisation.htmlhttp://www.instituteofcustomerservice.com/1848-4107/Comparable-organisation.htmlFri, 25 Jun 2010 12:00:00 GMTAlthough a competitor is an organisation that offers products or services that are similar to those offered by your organisation. Your organisation may have the competitive advantage.http://www.instituteofcustomerservice.com/1848-4109/Competitive-advantage.htmlhttp://www.instituteofcustomerservice.com/1848-4109/Competitive-advantage.htmlFri, 25 Jun 2010 12:00:00 GMTMost organisations are not the only ones that provide particular products or services. Most customers can choose to use the products or services of another organisation rather than yours. http://www.instituteofcustomerservice.com/1848-4108/Competitor.htmlhttp://www.instituteofcustomerservice.com/1848-4108/Competitor.htmlFri, 25 Jun 2010 12:00:00 GMTWhen a customer feels strongly enough that his or her customer expectations have not been met, he or she may make a complaint.http://www.instituteofcustomerservice.com/1848-4110/Complaint.htmlhttp://www.instituteofcustomerservice.com/1848-4110/Complaint.htmlFri, 25 Jun 2010 12:00:00 GMTCustomer satisfaction is affected by customer expectations about the service they will receive. If the customer service they receive is different from what they expected, there is always a danger that customer satisfaction will be lower than expected.http://www.instituteofcustomerservice.com/1848-4111/Consistent-service.htmlhttp://www.instituteofcustomerservice.com/1848-4111/Consistent-service.htmlFri, 25 Jun 2010 12:00:00 GMTA way of looking at an organisation that recognises that it is shaped and defined by many things including its people, the technology it uses, its structure and culture and what is going on in the world outside.http://www.instituteofcustomerservice.com/1848-4112/Contingency-model-of-an-organisation.htmlhttp://www.instituteofcustomerservice.com/1848-4112/Contingency-model-of-an-organisation.htmlFri, 25 Jun 2010 12:00:00 GMTMany organisations try to keep ahead of competitors by providing better customer service. If competitors also do this, organisations have to keep improving their customer service to stay ahead. So the process of continuous improvement helps organisations to make sure this happens as a matter of routine.http://www.instituteofcustomerservice.com/1848-4113/Continuous-improvement.htmlhttp://www.instituteofcustomerservice.com/1848-4113/Continuous-improvement.htmlFri, 25 Jun 2010 12:00:00 GMTA contract is an agreement between two parties that can be enforced by law. A contract does not have to be in writing but it is more difficult to prove if it is not in writing.http://www.instituteofcustomerservice.com/1848-4114/Contract.htmlhttp://www.instituteofcustomerservice.com/1848-4114/Contract.htmlFri, 25 Jun 2010 12:00:00 GMTDelivering customer service involves an organisation in spending money and using resources such as staff time, equipment and materials. It is important for you to understand what costs and resources are involved in delivering customer service in your organisation.http://www.instituteofcustomerservice.com/1848-4060/Costs-and-resources.htmlhttp://www.instituteofcustomerservice.com/1848-4060/Costs-and-resources.htmlFri, 25 Jun 2010 12:00:00 GMTA customer is somebody who receives customer service from a service deliverer.http://www.instituteofcustomerservice.com/1848-4116/Customer.htmlhttp://www.instituteofcustomerservice.com/1848-4116/Customer.htmlFri, 25 Jun 2010 12:00:00 GMTSome organisations choose to tell customers about their service offer in a statement of what they will do for the customer and call it a customer charter.http://www.instituteofcustomerservice.com/1848-4117/Customer-charter.htmlhttp://www.instituteofcustomerservice.com/1848-4117/Customer-charter.htmlFri, 25 Jun 2010 12:00:00 GMTCustomer expectations are what people think should happen and how they think they should be treated when asking for or receiving customer service.http://www.instituteofcustomerservice.com/1848-4118/Customer-expectations.htmlhttp://www.instituteofcustomerservice.com/1848-4118/Customer-expectations.htmlFri, 25 Jun 2010 12:00:00 GMTCustomer experience is what a customer feels and remembers about the customer service that he or she has received.http://www.instituteofcustomerservice.com/1848-4119/Customer-experience.htmlhttp://www.instituteofcustomerservice.com/1848-4119/Customer-experience.htmlFri, 25 Jun 2010 12:00:00 GMTCustomer feedback is information about customer perceptions of customer service collected by the organisation from customers or given to the organisation by customers.http://www.instituteofcustomerservice.com/1848-4120/Customer-feedback.htmlhttp://www.instituteofcustomerservice.com/1848-4120/Customer-feedback.htmlFri, 25 Jun 2010 12:00:00 GMTService providers collect information about their customers that helps them to deliver effective customer service. This information may be as simple as names and addresses and the products and services that they have chosen.http://www.instituteofcustomerservice.com/1848-4121/Customer-information.htmlhttp://www.instituteofcustomerservice.com/1848-4121/Customer-information.htmlFri, 25 Jun 2010 12:00:00 GMTSome customers tend to return to the same service deliverer and this is customer loyalty. Obviously customer loyalty can be built up if the customer experience of an organisation has been good.http://www.instituteofcustomerservice.com/1848-4122/Customer-loyalty.htmlhttp://www.instituteofcustomerservice.com/1848-4122/Customer-loyalty.htmlFri, 25 Jun 2010 12:00:00 GMTEach customer is an individual and customers tend to have different likes and dislikes. Sometimes, in order to deliver consistent customer service an organisation chooses to do things in exactly the same way for every customer.http://www.instituteofcustomerservice.com/1848-4123/Customer-preferences.htmlhttp://www.instituteofcustomerservice.com/1848-4123/Customer-preferences.htmlFri, 25 Jun 2010 12:00:00 GMT