Benchmarking has become an important methodology for providing a fast-track to achieving organisational excellence. This topic sheets investigates the different types of best practice benchmarking and their relative benefits.
A complaint is a gift. What happens when someone complains makes the difference between retaining and losing a customer.
What sort of behaviour is acceptable in the workplace and in the interaction between customers and service providers?
Customer service standards (and performance against them) are a key component in the delivery of service that achieves customer satisfaction
What is a brand? Is there a simple answer?
The term Service Quality is used to describe the degree of excellence of the process of delivering service by an organisation to its customers
The headline measure of overall customer satisfaction that organisations monitor from one period to the next does not benefit from one widely understood and universally adopted methodology.
Performance Management can be defined as a way of managing people that encourages and helps them to make optimum use of their capabilities for the achievement of the organisation's business strategies and objectives.
What gets measured gets done. Metrics is an important customer service tool and a large subject in its own right
What are the benefits of customer satisfaction at the micro-economic level i.e. organisational level whether in the private, public or third sector?