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Developing outstanding corporate customer service

Developing outstanding corporate customer service

A benchmark study of complaint resolution behaviours

There are many theories and approaches to delivering excellent customer service. Customer service consultants and experts extol the virtues of exceeding customer expectations, ‘wowing’ the customer, being proactive, taking a “Yes, I can” approach, the importance of First Contact Resolution, the need to show Empathy. But which of these actually ensure that organisations keep their customers satisfied? At Huthwaite, we decided to use our behavioural analysis tool to answer this question.

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About the Author
Dr Janet Curran

Written by Dr Janet Curran

Dr Janet Curran is a research specialist, verbal behaviour expert and coach. Working with companies around the world she helps them to optimise their performance in key business interactions. Recent projects include evaluating the relationship between sales and marketing, identifying the challenges faced by procurement professionals in building internal relationships, and the critical role of coaching in behaviour change. She is a speaker and a key contributor to the Management Consultancy Association’s Consultancy Buyers Forum.

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