- Saves the HR professional, consultant and trainer time by providing all of the tools and guidance needed to devise and implement a strategy or training programme
- Includes electronic access to all pages so the resources can be customized and printed for training or reference
- Offers modules that can either be used together to form a complete learning programme or mixed and matched to create a customized programme in line with specific organizational objectives
Customer Service in Your Organisation
Improve all aspects of customer service in your organisation, from strategy to training, with this toolkit.
Key features at a glance
In association with
Imprint: CIPD - Kogan Page
EAN: 9781843982111
Edition: 1
Published:
Format: 311x270 Loose-leaf
400 pages
About the book
Successful organisations are those which attract and retain satisfied and loyal customers, yet few organisations today are truly customer-centric. Customer Service in Your Organisation is a toolkit that shows how to develop, implement and sustain a service excellence strategy. Drawing on best practice examples and case studies, it provides easy-to-follow, practical guidance, plus checklists, exercises and tools.
Customer Service in Your Organisation covers key topics including how to listen to the voice of the customer and measure service success, engage leaders and managers in driving customer service excellence, develop customer-centric processes and procedures, provide training and development in customer service excellence, reward and recognise service success, benchmark current levels of customer service and identify areas of weakness alongside an improvement plan to address these.
About the Series:
The HR Toolkits provide complete sets of customizable, printable resources to facilitate in-house training and development workshops and strategy design. Supplied as both ring binders and electronic files, and consisting of modules which can be used individually or combined for more extended programmes, the toolkits include ready-made practical exercises, handouts, discussion questions and more to upskill employees.
About the authors
Sarah Cook is the managing director of Stairway Consultancy Ltd in the UK. She has 15 years' consulting experience, specialising in service excellence, leadership and culture change. Prior to this Sarah worked for Unilever and as a head of customer care for a retail consultancy.
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