A customer relationship forms as the result of a number of individual customer service transactions.
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Customer relationship
Customer rights
Once somebody has been recognised as a customer by law, he or she has certain legal rights. These change as the law changes but customer rights are generally increasing.
Customer satisfaction
Customer satisfaction is the feeling that a customer gets when he or she is happy with the customer service that has been provided.
Customer service
Customer service is the sum total of what an organisation does to meet customer expectations and produce customer satisfaction.
Customer service procedures
Customer service procedures are the routines and detailed steps an organisation uses to deliver its customer service.Some organisations have formal procedures in writing and use those to train staff and to monitor service.
Customer service system
A customer service system involves a number of customer service procedures together with the people and resources needed to make it work.
Customer service transaction
A single exchange of information, product or service between a customer and a service deliverer.
Data protection legislation
Information about customers that is stored by a service provider must be kept confidential and must be dealt with in accordance with the requirements of data protection legislation.
Disability discrimination legislation
Service providers must comply with disability discrimination legislation and show that they offer customer service that does not discriminate against customers with disabilities.
Equal opportunities legislation and regulation
Equal opportunities legislation and regulation sets out to ensure that staff and customers are not discriminated against for reasons of ethnic origin or gender.
External customer
An external customer is a customer from outside the organisation providing a product or service.
Front line staff
Front line staff are people who have the most direct contact with customers either face to face or at a distance.
Health and safety legislation
Service providers have obligations to ensure that reasonable steps have been taken to ensure the health and safety of customers.
Hierarchical model of an organisation
A way of looking at an organisation that focuses on the people in it and their jobs.
Human rights legislation
This legislation is mainly from the European Union and seeks to set out general principles that will protect the human rights of staff, customers and everybody else an organisation deals with.
Internal customer
An internal customer is somebody from the same organisation as the service provider.
Legislation
Any organisation offering products or services must abide by laws that affect their businesses.
Mission statement
A mission statement is a brief statement of the main purpose or mission of the organisation.
Model for World Class Service
The Institute's Model for World Class Service is a framework that organisations can use in order to achieve world class service. It's applicable to all organisations: public and private sector, from multi-nationals to local businesses.
Moments of truth
In any customer service procedure there are several points when customer awareness of the quality of customer service is particularly high.
Find out about organisational membership
Improve customer satisfaction, employee engagement and bottom line performance. Find out how membership can benefit your organisation.