"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.
Publisher: BSI Standards