Customer Service Topic Sheets

A complaint is a gift. What happens when someone complains makes the difference between retaining and losing a customer.

What are the benefits of customer satisfaction at the macro-economic level?

Innovation is defined as the successful exploitation of something new. It is also seen as a crucial source of competitive advantage

Speech Analytics is a powerful tool which enables an organisation improve customer service. It consolidates data from both IT and telephony systems to categorise, observe, investigate, act on and measure customer behaviours.

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

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.

Reward and recognition of employees is an essential part of the culture and practice of a successful organisation

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