The Customer Services Collection
Quality Service, Competitive Business, and the standards BS 8477, BS ISO 10001 and BS ISO 10002
Howard Kendall
This is a value-for-money collection containing Howard Kendall's book on customer services, along with the key standards for customer services referred to in the book. This collection is a fully interactive, bookmarked and searchable Customer Services Collection, and contains all you need for superlative customer services, including:
What's in the book?
Quality Service, Competitive Business. Setting the Standard in Customer Service is the definitive guide to world-class customer service delivery. It would be an invaluable resource for any business with customer services personnel. Where customer retention is key to business success, this book will help you achieve excellence in serving your customers.
Whatever the size of your business, it will be dependent on customers. Value your customers, and your business is more likely to succeed. If you have a customer services team or department, this book offers an invaluable reference resource on how to manage customer services resources effectively.
Quality Service, Competitive Business puts the role, leadership, and strategy of customer service operations into a truly business-aligned and -integrated perspective, allowing you to deliver high-value support and a memorable experience for your customer.
Using BSI’s standards for customer services, the book highlights the structure and organization of staff, and gives advice on how to achieve the best operational mix.
Emphasis is on the importance of best practice processes and using them to:
- Achieve a great customer experience
- Set and meet targets
- Measure performance statistics to gauge successful service delivery and areas for improvement.
Read more about the contents of the Guide to Managing Customer Services.
Please note and check you buy the format you require:
Also available in an A5 paperback book comprising of BS 8477, BS ISO 10001, BS ISO 10002. The hardcopy format does not deliver the enhanced navigation or search capabilities of the PDF.
Need to share The Customer Services Collection?
The document could also be placed on a network so you can share it with colleagues across the business. For networking opportunities, contact BSI Customer Services: +44 20 8996 9001 or cservices@bsigroup.com.
Quality Service, Competitive Business. Setting the standard in customer service
Howard Kendall
Read more about the customer services and see what standards it includes
