Customer service excellence: Six tips in six minutes |
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| 30 Jul 2007 | Written by: Moira Clark and Susan Baker |
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Each tip of this series explores one component of using a thorough customer service strategy to succeed. These six tips explore six common areas where businesses can make improvements that will affect the company's overall customer service strategy. Customer intelligence, business processes, employee satisfaction, company leadership and value and organizational change management are all factors in creating an environment that will provide customers with excellent service and a memorable experience during each interaction they have.
In each of the tips, use the short checklist of questions to guide self-evaluation when creating a strategy for customer service excellence.
The series also offers case studies of businesses that incorporated these values into a successful customer service strategy.
Customer service excellence: Six tips in six minutes
 Home: Introduction
Tip 1: Using customer intelligence in a service strategy
Tip 2: Improving customer service with effective business processes
Tip 3: Employee satisfaction and customer service excellence
Tip 4: Building a service strategy with organizational leadership
Tip 5: Change management in a customer service strategy
Tip 6: Customer service excellence best practices
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These chapter excerpts from Business Success Through Service Excellence, by Moira Clark and Susan Baker, are used by permission from Elsevier Publishing. Published by Butterworth-Heinemann, a division of Elsevier, 2004.
Purchase the book here |
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