Customer Service in Your Organisation

Description

Successful organisations are those which attract and retain satisfied and loyal customers. Yet few organisations today are truly customer-centric. This toolkit shows the reader how to develop, implement and sustain a service excellence strategy for their organisation. Drawing on best practice examples and case studies, it provides easy to follow, practical guidance, checklists, exercises and tools to enable the reader to: Develop a customer service excellence strategy for their organisation Listen to the voice of the customer and measure service success Engage leaders and managers in driving customer service excellence Develop customer centric processes and procedures Provide training and development in customer service excellence Reward and recognise service success Benchmark their current levels of customer service Identify areas of weakness in customer service and create an improvement plan to address these

Contents

Introduction The business case for customer service excellence Customer service excellence as a cultural issue Developing a customer strategy Listening to customers Service leadership Developing customer-centric processes Customer charters and service standards Customer service excellence training Dealing with complaints Customer service excellence and empowerment Customer service excellence and technology Rewarding and recognising service excellence On-going measurement and communication Service improvement plans Encouraging innovation Benchmarking your customer service Evaluating your success How leaders can sustain a customer service strategy