Measuring Customer Service Effectiveness
| Author/creator | Cook, Sarah, 1955- Author |
| Format | Electronic |
| Publication Info | Gower Publishing Company, Limited [Imprint] Aldershot : Ashgate Publishing, Limited Florence : Taylor & Francis Group [Distributor] |
| Description | 174 p. ill 21.000 x 017.700 cm. |
| Supplemental Content | Full text available from Ebook Central - Academic Complete |
| Subjects |
| Summary | Annotation 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. |
| Access restriction | Available only to authorized users. |
| Technical details | Mode of access: World Wide Web |
| Genre/form | Electronic books. |
| LCCN | 2004007805 |
| ISBN | 9780566085383 |
| ISBN | 0566085380 (Trade Cloth) Active Record |
| Standard identifier# | 9780566085383 |
| Stock number | Y232891 00022531 |
Availability
| Library | Location | Call Number | Status | Item Actions |
|---|---|---|---|---|
| Electronic Resources | Access Content Online | ✔ Available |