Archive for the ‘management’ category

Book review: Best Practice Guide for Customer Service Managers

Posted by Ted Johns and filed under management. 2 comments.

Former Institute chairman Ted Johns reviews the Best Practice Guide for Customer Service Managers, a how–to guide for customer service managers.

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Effective teamwork and customer service: do all your pieces fit together?

Posted by Gary Dawkes and filed under management. No comments.

Gary looks at how teamwork is used in large organisations such as O2 and Yorkshire Water to ensure their customers’ needs are met

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10 ways to deliver customer service excellence and reduce costs during the economic downturn

Posted by James Tanner and filed under hints and tips, management. 4 comments.

James Tanner discusses 10 ways in which organisations can improve call centre customer service and cut costs.

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Giving feedback: It’s all down to the preparation

Posted by Jill Dean and filed under feedback, management. 5 comments.

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.

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