Service standards
Customer service standards (and performance against them) are a key component in the delivery of service that achieves customer satisfaction
Customer information
What is customer information? More importantly, what can we do with customer information that has positive effects on the bottom line?
Metrics
What gets measured gets done. Metrics is an important customer service tool and a large subject in its own right
Communication
This topic sheet looks at why communication is so important and offers some crucial principles to bear in mind when communicating with customers, whether over the phone, in person or in writing.
Setting customer service standards
We are used to such phrases as "100% reliable" and "works everytime" as they relate to products. These product quality standards have developed over time, as consumers have become more demanding of manufacturers
Bringing complaints into focus with a series of masterclasses
The UK Customer Satisfaction Index (UKCSI) shows that customer satisfaction has fallen nationally for the second consecutive year, from 77.9 in July 2013 to 76.3 in July 2014 and is now at its lowest point since 2011.
The 2014 Annual Conference from the Institute of Customer Service
The Institute of Customer Service Annual Conference has become a key fixture for all those wishing to gain insight and knowledge about customer service innovations and best practice.
The social media customer: Social media success for brands that give it a go
Research from Fishburn Hedges on the icnreasing importance of social media for customer care