This topic explores how specific responsibility and hence accountability for customer service rests with an appropriate person and how the ethos of collective responsibility and individual accountability sit with each other.
Outsourcing involves the transfer of the management and/or day-to-day execution of a business function to an external service provider.
Organisations are now accommodating a wide variety of work practices. Roles in customer service are ideal for such flexibility.
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
Change management is defined as the process of changing one or more aspects of an organisation, e.g. processes, technology, people's roles and responsibilities, reporting structures, facilities, place and hours of work.
A contact centre or call centre is a centralised office used for receiving and/or making customer contacts by telephone, email fax or webchat
Business ethics is the application of ethical values to business behaviour. It applies to any and all aspects of business conduct, from boardroom strategies and how companies treat their employees and suppliers to sales techniques and accounting practices
Speech recognition technology (hardware and software) can be used to enable customers to communicate with an organisation or an individual to communicate with a personal computer
What are the benefits of customer satisfaction at the macro-economic level?
At the heart of customer behaviour is the way we make decisions about our purchasing and our supplier loyalty