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, Consultant