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

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.

There are some simple steps that if followed can ensure that complaints are resolved effectively

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.