Customer Service Topic Sheets ⋆ Institute of Customer Service

Customer satisfaction measurement

November 13, 2015
Customer Service Topic Sheets

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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Customer feedback

November 13, 2015
Customer Service Topic Sheets

Customer feedback is much more than compliments and complaints. What makes customers stay and go and how can we record and act on information?

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Retention

November 13, 2015
Customer Service Topic Sheets

Once you have filled your vacancies with the right people, how do you make sure that you hold on to them

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IVR

November 13, 2015
Customer Service Topic Sheets

Interactive Voice Response (IVR) is a technology-based facility to enable a customer to interact with a computer by voice and keypad input

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Internal customer service

November 13, 2015
Customer Service Topic Sheets

Customer experiences are formed by a series of interactions with an organisation. It is desirable but uncommon to provide 100% solutions at one source to all customer needs. The delivery of suitable outcomes is therefore dependant on a chain of service, sometimes involving a number of different internal departments or even external suppliers. The service chain is only as good as its weakest link and any breakdown will affect the customer experience and the organisational reputation.

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Coaching

November 13, 2015
Customer Service Topic Sheets

Over the last few years coaching has been recognised as a powerful tool for ongoing development after training has taken place

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Outsourcing

November 13, 2015
Customer Service Topic Sheets

Outsourcing involves the transfer of the management and/or day-to-day execution of a business function to an external service provider.

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Customer satisfaction

November 13, 2015
Customer Service Topic Sheets

How can we tell how satisfied our customers are?

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Reputation

November 13, 2015
Customer Service Topic Sheets

Do people talk about your organisation? It takes 20 years to build a reputation and five minutes to ruin it

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eService or self-service

November 13, 2015
Customer Service Topic Sheets

Self-service is the practice of serving oneself when interacting with a supplier of goods or services. eService is a term used to describe self-service via the internet

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