Customer Service in Your Organisation

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.


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