Measuring Customer Service Effectiveness - Tapa blanda

Cook, Sarah

 
9781138256200: Measuring Customer Service Effectiveness
Tapa blanda
ISBN 10: 113825620X ISBN 13: 9781138256200
Editorial: Routledge, 2017

Sinopsis

Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results. The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them. Utilising her consultancy experiences the author has ensured that there is plenty of ready-to-use materials to enable you to start measuring your own organisation's service effectiveness straight away.

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Acerca del autor

Sarah Cook is Managing Director of service excellence consultancy, Stairway Consultancy and author of Compendium of Questionnaires and Inventories Volumes 1 and 2, Compendium of Customer Service Questionnaires, and Process Improvement, all published by Gower.

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Editorial
Routledge
Año de publicación
2017
Idioma
Inglés
ISBN 10 
113825620X
ISBN 13 
9781138256200
Encuadernación
Tapa blanda
Número de edición
1
Número de páginas
176
Contacto del fabricante
Taylor and Francis, GPSR Taylor and Francis
gpsr@taylorandfrancis.com

Taylor & Francis Verlag GmbH, Kaufingerstraße 24
München
80331
Alemania

Otras ediciones populares con el mismo título

9780566085383: Measuring Customer Service Effectiveness

Edición Destacada

ISBN 10:  0566085380 ISBN 13:  9780566085383
Editorial: Routledge, 2004
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