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?
Business ethics
Business ethics is the application of ethical values to business behaviour. It applies to any and all aspects of business conduct, from boardroom strategies and how companies treat their employees and suppliers to sales techniques and accounting practices
Benefits of customer satisfaction at the macro-economic level
What are the benefits of customer satisfaction at the macro-economic level?
Outsourcing
Outsourcing involves the transfer of the management and/or day-to-day execution of a business function to an external service provider.
Best practice benchmarking
Benchmarking has become an important methodology for providing a fast-track to achieving organisational excellence. This topic sheets investigates the different types of best practice benchmarking and their relative benefits.
eService or self-service
Self-service is the practice of serving oneself when interacting with a supplier of goods or services. eService is a term used to describe self-service via the internet
Complaints – escalation and external arbitrators
Where a complaint can't be resolved at point of entry, it will required to be escalated or referred up the line. In some cases, a complaint may reach deadlock.
Complaints – effective resolution
There are some simple steps that if followed can ensure that complaints are resolved effectively
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.