Customer service is generally delivered by a group of people working together.
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Organisation
Private Sector/Public Sector /Voluntary Sector and Non profit making sector
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
A problem in customer service happens when the customer service does not meet customer expectations.
Products and services
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
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
Any organisation offering products or services must abide by regulations that affect their businesses.
Regulator
Regulation that applies to a particular sector is generally enforced by a person or body appointed as regulator.
Reliable customer service
For some organisations it is most important to provide service that people can depend on with confidence.
Risk assessment
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
A service deliverer is the person in an organisation seen by the customer as giving the customer service.
Service offer
A service offer defines the extent and limits of the customer service that an organisation is offering.
Service partnership
A service partnership can be formed when two organisations or two departments of the same organisation combine in order to provide more effective customer service.
Service promise
It would be easy to say that it is another term for the 'service offer' although the word 'promise' implies rather more active focus and commitment on the part of the organisation offering the service.
Service provider
A service provider is an organisation that provides customer service.
Service teamwork
Service teamwork is the co-operation that is needed between individuals, departments and organisations to provide effective customer service.
Support staff
People who work for a service deliverer and play a part in providing customer service without frequent direct contact with the customer.
Systems model of an organisation
A way of looking at an organisation that focuses on the processes that the organisation manages.
Terms and conditions
A contract generally places detailed obligations on each party and these are described in the terms and conditions.
Transactional analysis
Transactional Analysis (generally referred to as T A) is a framework for describing behaviour in an interchange between two people.
Value base
The value base of an organisation will depend on basic ethics which can be found in mission statements of the organisation and organisational strategies.
Find out about organisational membership
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