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Customer Service
If it doesn’t benefit the customer – We don’t do it
Just think about how goods and services today are provided for our every need. In the 70s and 80s, who would have forecast that...
Client servicing in a customer-focused organisation
This case study focuses on how one of this country’s major service organisations, The Equitable Life Assurance Society, has harnessed modern technology in order...
Using customer service to position a business
However, customer service is only a small part of the overall offer. For example, a customer may expect good service when buying some new...
Managing and rewarding customer loyalty
This case study focuses on the way in which Britannia Building Society has continued to place its customers at the centre of all its...
Developing a customer focused sales strategy
Changing customers expectations
The 1980s were marked by a growth in consumer spending and a housing boom. Easy access to credit made it possible for...
Building an airline through brand values
Anybody who has bought a car will tell you that there are tangible points of difference which affect their decision to make a purchase....
Using call centres to deliver customer solutions
Customer satisfaction depends upon a product’s performance in relation to a buyer’s expectations. If the product’s performance falls short of expectations, the customer will...
Making life easier
For businesses to survive and prosper, they must listen to and fulfil the needs of their customers. Businesses are harnessing the advantages of developments...
An integrated approach to customer service
When customers buy a product or service they are increasingly aware that they are also buying an element of service that goes with it....
The importance of excellent customer service
With a proven track record in supplying the highest quality accommodation, Portakabin hires and sells permanent and relocatable buildings. Clients include hospitals and schools,...
The importance of customer service
Customer serviceis the whole activity of identifying customer needs in all their complexity, satisfying them fully, and keeping them satisfied. Customers are people who...
The importance of customer service at Enterprise Rent-A-Car
Most people probably think they know what Enterprise Rent-A-Car does. It is in the car rental business and operates a fleet of more than...
Customer service as a strategy
Parcelforce Worldwide is part of the Royal Mail Group Ltd. Royal Mail Group has three main operating brands:
The Post Office Ltd provides counter services...
Developing competitive advantage through customer service
Morrisons was founded over 100 years ago, as a stall in Bradford market. It has been a family business for most of the time since....
Delivering a superior customer experience
The reputation of a business may be affected by what its customers think and say about its products or services. This is driven by...