Customer Service Topic Sheets

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?

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

Interactive Voice Response (IVR) is a technology-based facility to enable a customer to interact with a computer by voice and keypad input

What are the benefits of customer satisfaction at the macro-economic level?

Outsourcing involves the transfer of the management and/or day-to-day execution of a business function to an external service provider.

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.

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

A contact centre or call centre is a centralised office used for receiving and/or making customer contacts by telephone, email fax or webchat