Customer Service Topic Sheets

Innovation is defined as the successful exploitation of something new. It is also seen as a crucial source of competitive advantage

Do people talk about your organisation? It takes 20 years to build a reputation and five minutes to ruin it

This topic explores how specific responsibility and hence accountability for customer service rests with an appropriate person and how the ethos of collective responsibility and individual accountability sit with each other.

Reward and recognition of employees is an essential part of the culture and practice of a successful organisation

A Mission Statement defines what an organisation does. A Vision Statement describes what the organisation wants to become.

Organisations are now accommodating a wide variety of work practices. Roles in customer service are ideal for such flexibility.

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.

Change management is defined as the process of changing one or more aspects of an organisation, e.g. processes, technology, people's roles and responsibilities, reporting structures, facilities, place and hours of work.

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?