Chapter Name: Leading practices relating to customer service and customer experience
Description:Focuses on delivering quality customer service and building outstanding customer experiences.
Purpuse:To improve service delivery and build long-term customer relationships.
Rational:Exceptional service differentiates a business and builds loyalty.
Chapters Topics
Definitions of customer service and the related terms and key concepts associated with customer service
Provides foundational knowledge on customer service, including key terms and concepts. Understanding these elements is crucial for delivering high-quality service that meets customer expectations.
Various customer service philosophies and theories
Explores different approaches and theories in customer service, such as the SERVQUAL model, which assesses service quality based on customer expectations and perceptions.
Generic principles for measuring and evaluating customer satisfaction
Discusses standard methods for assessing customer satisfaction, including surveys, feedback forms, and Net Promoter Scores (NPS), to gauge service effectiveness and identify areas for improvement.
The concept of customer experience and leading practices associated with the enhancement of the customer experience
Delves into the holistic view of customer experience, encompassing all interactions a customer has with a business. Leading practices include personalization, responsiveness, and creating memorable experiences that foster loyalty.