FCA consultation on transparency in general insurance markets
Institute of Customer Service response to Financial Conduct Authority consultation CP15/41: Increasing transparency and engagement at renewal in general insurance markets
It’s not just customer service; it’s M&S customer service
Marks & Spencer aims to be synonymous with the highest standards of customer service, 365 days a year. National Customer Service Week provides an opportunity to focus on what it takes to achieve that aim, and to recognise and reward those values in a way that shows a year-round return.
Customer satisfaction measurement
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?
Contact centres
A contact centre or call centre is a centralised office used for receiving and/or making customer contacts by telephone, email fax or webchat
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.