Adapting to changing customer needs
SSP's global head of customer service, Tracie Ward, discusses the ongoing transformation it takes to serve customers whose business models change daily
5 opportunities for growth within the retail sector
The latest UK Customer Satisfaction Index suggests that, in the retail sector, growth and market share continue to be linked to customer satisfaction. Here are five ways to impress consumers
Reaching for better customer service
Openreach has longstanding membership of the Institute through BT Group. Having entered “ and won “ an award in the National Customer Service Awards for ˜best application of technology' earlier in 2015, the company had begun to get more involved with Institute activities. And National Customer Service Week (NCSW) seemed like another great initiative to get behind.
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