How is Elsevier working to improve customer service?
At Elsevier we try to improve customer service always. Instead of as a one-off exercise, we really approach it as continuous improvement. On a regular basis we receive feedback from our customers regarding how to further improve our customer service. Customers are in contact with our account managers, eHelpdesks and print customer service staff; attend trainings; or speak with me and other staff members such as account development managers. All these interactions provide valuable information thats factored into our efforts to provide the best possible customer service. Also, Elsevier staff share best practices regarding customer service and are constantly on the lookout for new ways to improve customer satisfaction. Elsevier staff share best practices regarding customer service and are constantly on the lookout for new ways to improve customer satisfaction. We evaluate all comments coming from our customers and try to improve where possible. Many of our improvements are small. For exam
