- Paperback: 200 pages
- Publisher: BSI British Standards Institution (12 April 2010)
- Language English
- ISBN-10: 0580685152
- ISBN-13: 978-0580685156
- Product Dimensions: 22.8 x 15.4 x 1.6 cm
- Average Customer Review: 5.0 out of 5 stars See all reviews (1 customer review)
- Amazon Bestsellers Rank: 548,489 in Books (See Top 100 in Books)
- See Complete Table of Contents
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Product Description
Product Description
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 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.
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Customer Reviews
Most Helpful Customer Reviews
1 of 1 people found the following review helpful
I found it to be a thorough guide on how to deliver quality service. Its bang up to date, with refernces to ntersting research and information on how to provide service in our connected world with all its channels to customers. The content is straightforward and the author avoids the pitfall of this is my theory that many other service books do. Just about the right length its comprehensive but without becoming a daunting manual.
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