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Arjan Huisman
Q: How is Elsevier working to improve customer service?
A: 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 that’s 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 example, Arjan Huisman based on customer feedback, we now include an explanation sheet with each invoice we send. Some of our improvements are more likely to grab your attention.
In earlier columns, I wrote about Live Chat as a manner to communicate with our eHelpdesks about Scopus and ScienceDirect issues. We’re now also offering this service to our editors, so they can get the best possible help as they take care of their important tasks in the publishing process.
What’s important to remember is that we really listen to our customers regarding how to improve products and services we provide to librarians and users across the globe.
If you have questions or suggestions, please send them to
customersfirst@elsevier.com. 
www.elsevier.com/librarians/CustomerServiceFocus
www.elsevier.com/wps/find/contact.cws_home/regional
www.sciencedirect.com
www.scopus.com
