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  • Customer service procedures

    Posted on 25 June 2010

    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 transaction

    Posted on 25 June 2010

    A single exchange of information, product or service between a customer and a service deliverer.

  • Data protection legislation

    Posted on 25 June 2010

    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

    Posted on 25 June 2010

    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

    Posted on 25 June 2010

    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

    Posted on 25 June 2010

    An external customer is a customer from outside the organisation providing a product or service.

  • Internal customer

    Posted on 25 June 2010

    An internal customer is somebody from the same organisation as the service provider.

  • Legislation

    Posted on 25 June 2010

    Any organisation offering products or services must abide by laws that affect their businesses.

  • Mission statement

    Posted on 25 June 2010

    A mission statement is a brief statement of the main purpose or mission of the organisation.

  • Model for World Class Service

    Posted on 9 March 2011

    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

    Posted on 25 June 2010

    In any customer service procedure there are several points when customer awareness of the quality of customer service is particularly high.

  • Private Sector/Public Sector /Voluntary Sector and Non profit making sector

    Posted on 25 June 2010

    Many people swap between public/private/voluntary job roles during their working lives and therefore to know the difference between these kinds of sectors is important.

  • Problem

    Posted on 25 June 2010

    A problem in customer service happens when the customer service does not meet customer expectations.

  • Products and services

    Posted on 25 June 2010

    Organisations involved in customer service offer a mixture of products and services. Customer satisfaction results from the overall effect of what is offered.

  • Queue management

    Posted on 25 June 2010

    When a number of customers want customer service at the same time a queue may form. How this queue is managed is a vital to customer satisfaction.

  • Regulation

    Posted on 25 June 2010

    Any organisation offering products or services must abide by regulations that affect their businesses.

  • Regulator

    Posted on 25 June 2010

    Regulation that applies to a particular sector is generally enforced by a person or body appointed as regulator.

  • Risk assessment

    Posted on 25 June 2010

    In order to look after the Health and Safety of customers it may be necessary to carry out a risk assessment. This involves identifying all the risks that may exist and assessing them for seriousness and for the likelihood of them happening.

  • Service deliverer

    Posted on 25 June 2010

    A service deliverer is the person in an organisation seen by the customer as giving the customer service.

  • Service offer

    Posted on 25 June 2010

    A service offer defines the extent and limits of the customer service that an organisation is offering.

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