The International Customer Service Institute will run a regular Q&A session with internationally recognised service quality experts. The first of this series is with Kate Dickens, who has over 17 years experience in service quality and business excellence, and has just completed her second book on Service Excellence.

When we hear the term Service Excellence do we really understand how this differs from good customer service? What are the transitory steps an organisation must undertake before they can deliver Service Excellence? Visit our Learning Section and discover what Kate had to say when interviewed by TICSI on the subject.

Click for full interview with Kate Dickens

Shilpa Asnani
Service Quality Executive
The International Customer Service Institute