Tracking complaints information against loyalty shows that if a customer doesn't have a reason to complain their loyalty improves. However where a customer is unhappy and has a cause for complaint their loyalty decreases
The term Service Quality is used to describe the degree of excellence of the process of delivering service by an organisation to its customers
What is customer information? More importantly, what can we do with customer information that has positive effects on the bottom line?
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
Customer feedback is much more than compliments and complaints. What makes customers stay and go and how can we record and act on information?
Recruiting the right person for a position requires a thorough, systematic approach and a commitment of management time. The adverse consequences of a wrong recruitment decision can be far reaching
Once you have filled your vacancies with the right people, how do you make sure that you hold on to them
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.
An effective training and development strategy is an essential part of service delivery. How do you get started? What are the key elements?