Customer Service Topic Sheets

Speech Analytics is a powerful tool which enables an organisation improve customer service. It consolidates data from both IT and telephony systems to categorise, observe, investigate, act on and measure customer behaviours.

Customer service standards (and performance against them) are a key component in the delivery of service that achieves customer satisfaction

Tracking complaints information against loyalty shows that if a customer doesn't have a reason to complain their loyalty improves. However where a customer is unhappy and has a cause for complaint their loyalty decreases

The term Service Quality is used to describe the degree of excellence of the process of delivering service by an organisation to its customers

What is customer information? More importantly, what can we do with customer information that has positive effects on the bottom line?

Performance Management can be defined as a way of managing people that encourages and helps them to make optimum use of their capabilities for the achievement of the organisation's business strategies and objectives.

What gets measured gets done. Metrics is an important customer service tool and a large subject in its own right

Customer feedback is much more than compliments and complaints. What makes customers stay and go and how can we record and act on information?

Recruiting the right person for a position requires a thorough, systematic approach and a commitment of management time. The adverse consequences of a wrong recruitment decision can be far reaching

Once you have filled your vacancies with the right people, how do you make sure that you hold on to them