Measuring Customer Service Effectiveness

Measuring Customer Service Effectiveness

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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.Multiple choice: for example, a#39;Which word best describes this?a#39; followed by a range of options. - Free choice: for example, Tick as many words as appropriate to describe...a#39; - Open-ended questions: for example, a#39;Please list your reasons.

Title:Measuring Customer Service Effectiveness
Author:Sarah Cook
Publisher:Gower Publishing, Ltd. - 2004


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