BSI British Standards have published two standards to help organisations improve customer satisfaction. This article explains what they cover. ...
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Customer Service Network
Email: Darren Young
About the company
Customer Service Network provides customer service best practice solutions that support your journey to service excellence. Their range of products and services include customer surveys, employee surveys, benchmarking, assessment, complaint management, training and consultancy.
About Darren Young
Darren has more than 20 years' experience in a range of customer service roles including project manager, head of customer service and operations director. He has worked in several sectors and managed major culture change programmes. He has an MBA in which he specialised in change management. Darren has worked with leading UK organisations on a number of customer service projects, and has also worked in Europe on strategic change projects. In particular, Darren specialises in survey design, customer service culture change, people development and complaint management. He is passionate about improving service and believes it is often the small and low-cost options that make the most difference to customers. Away from the world of customer service, Darren is most likely to be found in the cinema as he loves films.
DARREN'S CONTRIBUTIONS
Article
Types of complaining customers
When customers are dissatisfied with the service you're providing they fall into one of four kinds of complainers. How do you tailor your response? ...