Sarah Cook

Measuring Customer Service Effectiveness

• Gebundenes Buch

Produktbeschreibung

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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Produktdetails

• Verlag: Taylor & Francis
• Seitenzahl: 174
• Erscheinungstermin: 22. Oktober 2004
• Englisch
• Abmessung: 244mm x 170mm x 11mm
• Gewicht: 481g
• ISBN-13: 9780566085383
• ISBN-10: 0566085380
• Artikelnr.: 54573149

Autorenporträt

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.

Inhaltsangabe

Contents: Introduction
The business case for measurement
Preparing to measure customer service
Qualitative customer service measurement methods
Quantitative research methods
Measuring internal service quality
Benchmarking
Analysing and communicating the results
Acting on results
Recommended reading
Index.