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It’s not just customer service; it’s M&S customer service

It’s not just customer service; it’s M&S customer service

Marks & Spencer aims to be synonymous with the highest standards of customer service, 365 days a year. National Customer Service Week provides an opportunity to focus on what it takes to achieve that aim, and to recognise and reward those values in a way that shows a year-round return.
 Customer satisfaction measurement

Customer satisfaction measurement

If we agree that a key organisational driver is to deliver customer service in a way that satisfies our customers, so it's important to know how satisfied our customers are. What are the techniques involved?
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 Contact centres

Contact centres

A contact centre or call centre is a centralised office used for receiving and/or making customer contacts by telephone, email fax or webchat
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 Service standards

Service standards

Customer service standards (and performance against them) are a key component in the delivery of service that achieves customer satisfaction
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 Customer information

Customer information

What is customer information? More importantly, what can we do with customer information that has positive effects on the bottom line?
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 Metrics

Metrics

What gets measured gets done. Metrics is an important customer service tool and a large subject in its own right
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 Communication

Communication

This topic sheet looks at why communication is so important and offers some crucial principles to bear in mind when communicating with customers, whether over the phone, in person or in writing.
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Setting customer service standards

Setting customer service standards

We are used to such phrases as "100% reliable" and "works everytime" as they relate to products. These product quality standards have developed over time, as consumers have become more demanding of manufacturers
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