Customer Service Topic Sheets

People continually strive to achieve the greatest utility they can (i.e. maximise the benefit they gain for whatever cost they incur), they migrate to the suppliers that come closest to delivering it. In other words they search for and stay with companies that do best what matters most to customers. Customer satisfaction is the phrase commonly used to encapsulate this phenomenon.

What is customer information? More importantly, what can we do with customer information that has positive effects on the bottom line?

What gets measured gets done. Metrics is an important customer service tool and a large subject in its own right

What is a brand? Is there a simple answer?

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?

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

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

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

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.