In the fiercely competitive banking industry, great customer service can be a key differentiator. And when you're one of the giants of the industry, it's quite simply expected. 15,000 Barclays colleagues have thousands of customer interactions every day. That's why it's so important that service standards are second to none.
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.
Institute of Customer Service response to Financial Conduct Authority consultation CP15/41: Increasing transparency and engagement at renewal in general insurance markets
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.
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?
A contact centre or call centre is a centralised office used for receiving and/or making customer contacts by telephone, email fax or webchat
Customer service standards (and performance against them) are a key component in the delivery of service that achieves customer satisfaction
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
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.