Measuring Customer Service Effectiveness

1. Auflage 2004
ISBN: 978-0-566-08538-3
Verlag: Taylor & Francis

Buch, Englisch, 174 Seiten, Format (B × H): 170 mm x 244 mm, Gewicht: 481 g

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.

Zielgruppe

Professional Practice & Development

Autoren/Hrsg.

Cook, Sarah

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

Contents: Introduction; The business case for measurement; Preparing to measure customer service; Qualitative customer service measurement methods; Quantitative research methods; Measuring internal service quality; Benchmarking; Analysing and communicating the results; Acting on results; Recommended reading; Index.

Über Autor(innen)

Sarah Cook is Managing Director of service excellence consultancy, Stairway Consultancy and author of Compendium of Questionnaires and Inventories Volumes 1 and 2, Compendium of Customer Service Questionnaires, and Process Improvement, all published by Gower.