In a video podcast, The Institute’s chief executive discusses the latest UKCSI results and ROI, getting customer service on the boardroom agenda, the recession and the public sector.
Archive for the ‘feedback’ category
The UK Customer Satisfaction Index, the recession and getting service on the boardroom agenda
Complaint handling
Learning from complaints and reducing repeat service failures is an issue everyone faces regardless of the sector they work in.
Giving feedback: It’s all down to the preparation
Jill Dean advises a customer service manager on how to deal with a team member who is generating complaints from customers. It’s all in the preparation.
Continue reading Giving feedback: It’s all down to the preparation
Tell us what you think
Amanda Cookson discusses how Ufi Learndirect gets feedback from its customers and asks readers about the advantages and pitfalls of online surveys, focus groups, telephone surveys and other methods of collecting feedback.