Guidance Notes

So many factors come into play in business life that we can’t really tell you how to do something. But what we can do is give guidance on things to think about as you prepare strategies, plans, changes and operational processes. And that’s what you’ll find below.

Handling complaints

Is a complaint a gift or an annoyance to your organisation? Does your organisation treat complaints seriously? As a customer, how do you complain? This ICS guidance note addresses this complex area of customer service.

Setting customer service standards

What factors and information sources should you use in setting standards?

Establishing a customer charter/ code of conduct

This paper sets out to identify the minimum content of a model Customer Charter/Code of Practice that can be used in response to enquiries from ICS Members, non-members, media and miscellaneous sources.

 

 

 

 

 

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Leading customer service performance and professionalism
10 March 2010