Customer service is the provision of service to customers before, during and after a purchase. A challenge working with Customer Service is to ensure that you have focused your attention on the right key areas, measured by the right Key Performance Indicator. There is no challenge to come up with a lot of meaningful KPIs, but the challenge is to select a few which reflects your overall strategy. In addition to reflecting your strategy it should also enable staff to limit their focus to the areas that really matters. The focus must be of those KPIs, which will deliver the most value to the overall objective, e.g. cost saving, service improving etc. It must also be done in such a way that staff sincerly believe that they can make a difference with the effort.
Currently, the standards regarding this topic are not many. However ISO and The International Customer Service Institute (TICSI) have published a several standards which are listed as follows:
- ISO 9004:2000 which is about performance improvements
- ISO 10001:2007 which guidlines the code of conduct on customer services
- ISO 10002:2004 which addresses the quality management on handling of customer complaints
- ISO 10003:2007 which is about dispute resolution
- The International Customer Service Standard (TICSS)
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