chapter  8
19 Pages

Acting on Results

This chapter provides examples of how customer service measurement can help fashion an organisation's: vision, values and customer promise, strategy structure, leadership, competencies, training and development, service standards and service level agreements, process improvement, and reward and recognition strategy. It explains how continuous measurement of customer service and on-going communication helps sustain a business's customer focus. Service standards are the operational standards that customers can expect in dealing with an organisation – they specify what the customer can expect and when. Service level agreements are a form of 'contract' between parts of an organisation to control the supply and use of services produced internally or externally. The service level agreement needs to be a 'living' document so mutual exchange of operational information is essential to the effective monitoring of implementation. A service improvement team consists of both customers and service providers who work together to solve service quality issues tantology.