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Customer service is the assistance and advice provided by a company through phone, online chat, and e-mail to those who buy or use its products or services. Each industry requires different levels of customer service, [1] but towards the end, the idea of a well-performed service is that of increasing revenues.
The Customer Service Excellence, (previously the " Charter Mark ") is an accreditation for organisations, intended to indicate an independent validation of achievement.
Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products ...
Why is "customer service" so important when budgets are tight? This free training covers the essential knowledge and skills you need to answer these questions and more. During this 4-hour training ...
Definition. From the viewpoint of business administration, service quality is an achievement in customer service. It reflects at each service encounter. Customers form service expectations from past experiences, word of mouth and marketing communications.
According to Robert Johnson (Institute of Customer Service), service excellence has four key elements: delivering the promise of quality healthcare, providing a personal touch, doing a more than adequate job and resolving problems well.
The Service Excellence Awards are any Awards that seek to reward and recognize organizations and individuals who excel in serving clients whether in private organisations (Customer Services) or public organisations (Public Service). The term first came to prominence after its adoption by the Customer Service Institute of Australia in 2001.
When customer expectations are greater than their perceptions of received delivery, service quality is deemed low. When perceptions exceed expectations then service quality is high. The model of service quality identifies five gaps that may cause customers to experience poor service quality.
In business, engineering, and manufacturing, quality – or high quality – has a pragmatic interpretation as the non-inferiority or superiority of something ( goods or services ); it is also defined as being suitable for the intended purpose (fitness for purpose) while satisfying customer expectations. Quality is a perceptual, conditional ...
Customer service training (CST) refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction.