Each of these customer service tips explores a unique component that can be used to develop a successful 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 customer interaction.
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In each of the tips, use the short checklist of questions for creating a strategy for customer service excellence. Also discover case studies of businesses that incorporated these values into a successful customer service strategy.
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
| 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. |
This was first published in July 2007