Measuring customer service effectiveness / Sarah Cook.

Format:

Book

Author/Creator:

Cook, Sarah, 1955- author.

Language:

English

Subjects (All):

Customer services--Quality control.

Customer services.

Customer services--Evaluation.

Customer services--Management.

Physical Description:

1 online resource (162 pages) : illustrations

Place of Publication:

London : Routledge, 2016.

Summary:

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.

Contents:

1. The business case for measurement

2. Preparating to measure customer service

3. Qualitative customer service measurement methods

4. Quantitative research methods

5. Measuring internal service quality

6. Benchmarking

7. Analysing and communicating the results

8. Acting on results.

Notes:

"A Gower Book"--cover.

First published 2004 by Gower Publishing.

Includes bibliographical references and index.

Description based on print version record.

ISBN:

1-315-24942-1

1-351-91900-8

1-351-91901-6

9781315249421

OCLC:

992366110