Quality Service, Competitive Business: setting the standard in customer service - Softcover

Howard Kendall

Softcover

ISBN 10: 0580685152 ISBN 13: 9780580685156

Publisher: BSI British Standards Institution, 2010

Synopsis

The definitive guide to world-class customer service delivery for any business (small, medium, or large) with a customer services team or department; customer service managers; customer service representatives; customer relationship managers; complaints handling managers; HR personnel; all public sector bodies. Quality Service, Competitive Business puts the role, leadership, and strategy of customer service operations into a truly business-aligned and -integrated perspective, allowing you to deliver high-value support and a memorable experience for your customer. Using the current suite of BSI standards in the customer services area, the book highlights the structure and organisation of staff, and gives advice on how to achieve the best operational mix. Emphasis is placed on the importance of correct processes and how they work to: achieve a great customer experience; set and meet targets; and measure performance statistics to gauge successful service delivery and areas for improvement. With the 2012 London Olympics looming, all UK services will be in the spotlight. This book is essential reading for anyone wanting to make sure their customer service delivery is world-class.

About this title

About the Author

Howard Kendall is the former chairman of the Institute of Customer Service and founding director of the Service Desk Institute. He chairs the BSI committee SVS/0, helped to develop ISO10002, and works with ISO. He is currently working on the European CHESSS initiative to help harmonise service standards across the EU.

Edition details

• Publisher: BSI British Standards Institution
• Publication date: 2010
• Language: English
• ISBN 10: 0580685152
• ISBN 13: 9780580685156
• Binding: Paperback
• Number of pages: 174