This web site will give you the key tools needed to acheive successful and effective customer service.
The pages cover the range from practical hints and tips, through checklists and case studies to the theoretical background and relevant academic models. The recomended book list is a shortlist of the best customer service books around. I've read and used them all. I've included links so you can order the books straight from the page!
Each article explores one aspect of customer service.
Together they form an overview of customer service and
provide you with a complete service improvement toolkit
- What is customer service? (a definition)
- Why provide customer service (the nature of servce, tangibles vs intangibles,)
- Key characteristics of services vs products
- Models of service quality
- Key steps in service improvement
- keeping up with ever changing customer needs
- links to other customer service sites
The best customer service books, ever!- a Customer Service reading list with on-line ordering
Measuring how you're doing - hard measures of "soft" factors