Customer Service LO16929

Simon Buckingham (go57@dial.pipex.com)
Mon, 09 Feb 1998 17:15:05 -0800

Following the earlier thread on this topic, I wanted to let you know
that my report "Improving customer service in the unorganized world" has
just been published at http://www.unorg.com/customerservice.htm

The comprehensive report explores for example:

- why customer service problems exist (The 3 I's: lack of independence,
incentives and information)
- the characteristics of excellent customer service (The 3 R's:
responsive, reliable, respectful)
- how opporTUNEitizing techniques such as Customer Service Charters can
improve the delivery of routine and in particular non-routine customer
requests
- modes of customer service (remote, local, electronic etc.)
- technologies that can be used for servicing customers.

I hope that the report contributes in some way to improving customer
service around the world.

regards sincerely Simon Buckingham

http://www.unorg.com/customerservice.htm
unorganization: business not busyness!

-- 


Simon Buckingham <go57@dial.pipex.com>


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