Customer Service Topic Sheets

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

What is a brand? Is there a simple answer?

Speech recognition technology (hardware and software) can be used to enable customers to communicate with an organisation or an individual to communicate with a personal computer

The headline measure of overall customer satisfaction that organisations monitor from one period to the next does not benefit from one widely understood and universally adopted methodology.

At the heart of customer behaviour is the way we make decisions about our purchasing and our supplier loyalty

What are the benefits of customer satisfaction at the micro-economic level i.e. organisational level whether in the private, public or third sector?

A complaint is a gift. What happens when someone complains makes the difference between retaining and losing a customer.

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.

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