Serving the American Public

Serving the American Public

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Fed. agencies were directed to survey their customers to see what kind of service people want and whether they are getting it; to give customers choices and easy access; and to develop a way for citizens to complain and get problems fixed. To comply, agencies embarked on this series of benchmarking studies. Contents: summary of best practices (leadership strategies for satisfying customers; info. and analysis; planning; human resources development and mgmt.; customer focus, expectations and satisfaction; complaint process mgmt.; bus. results); reinventing complaint resolution; practices of benchmarking partners.Toyota Motor Sales USA, Inc. has adopted a formula for customer satisfaction; doing the job right the first time + effective ... The customer service and complaint resolution specialist positions established by benchmarking partners tend to beanbsp;...

Title:Serving the American Public
Author:Albert Gore
Publisher:DIANE Publishing - 1996-06-01


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