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