Measuring Customer Service Effectiveness - Sarah Cook - Libros - Taylor & Francis Ltd - 9781138256200 - 6 de marzo de 2017
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Sarah Cook
Measuring Customer Service Effectiveness 1.º edición

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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.

174 pages

Medios de comunicación Libros     Paperback Book   (Libro con tapa blanda y lomo encolado)
Publicado 6 de marzo de 2017
ISBN13 9781138256200
Editores Taylor & Francis Ltd
Páginas 174
Dimensiones 246 × 173 × 14 mm   ·   316 g
Lengua Inglés  
Editor Cook, Sarah

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