Printable Handouts

PDF

Navigable Slide Index

1. Introduction
2. The easy bit
3. The hard bit
4. Knowing how you can help the customer
5. Caring about the customer
6. Liking your line manager
7. Liking your employer
8. Feeling fulfilled in your job
9. Improving customer service - options
10. "How" is not a silly question!
11. The really hard bit - let's dream a moment
12. A structured approach
13. A structured engagement framework
14. The broad agenda - diagnose
15. The broad agenda - engage
16. The broad agenda - deliver
17. The broad agenda - measure
18. Improvement is about process
19. Four stages in improving customer service
20. Diagnose - what is our business strategy?
21. Diagnose - what is our people strategy?
22. Diagnose - employer brand (1)
23. Diagnose - employer brand (2)
24. Diagnose - what is our engagement level?
25. Survey and question - principles
26. Survey and question - an example
27. Engage - what is customer service?
28. Engage - the right people (1)
29. Defining success
30. Engage - the right people (2)
31. Deliver - what we say we will
32. Deliver, communicate, involve
33. Measure - the right things with the right tools
34. Measure - ensure clear lines of responsibility
35. The ethos of great customer service
36. The benefits of a structured approach
37. Deliver - making a difference
38. The afterword - words are important
39. Thank you and contact details

Topics Covered

• How to get better customer service
• A structures engagement framework
• Diagnose
• Engage
• Deliver
• Measure
• Improvement is about process
• Survey and question

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation
• Technology & Operations

Talk Citation

Publication History

• Published on July 30, 2009