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Item Details
Title:
MEASURING CUSTOMER SERVICE EFFECTIVENESS
By:
Sarah Cook
Format:
Paperback
List price:
£53.99
Our price:
£48.59
Discount:
10
% off
You save:
£5.40
ISBN 10:
113825620X
ISBN 13:
9781138256200
Availability:
Usually dispatched within 1-3 weeks.
Delivery rates
Stock:
Currently
0
available
Publisher:
TAYLOR & FRANCIS LTD
Pub. date:
6 March, 2017
Pages:
174
Synopsis:
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.
Publication:
UK
Imprint:
Routledge
Returns:
Returnable
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ESSENTIAL TIME MANAGEMENT AND ORGANISATION
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EUPHORIA & DYSTOPIA (PB)
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