Measuring Customer Service Effectiveness
āĻŽā§ ā§¨ā§Ļā§§ā§ ¡ Routledge
star
ā§§āĻāĻŋ āĻ°āĻŋāĻāĻŋāĻ
āĻ-āĻŦā§āĻ
174
āĻĒā§āĻˇā§āĻ āĻž
family_home
āĻāĻĒāĻ¯ā§āĻā§āĻ¤
info
āĻāĻ āĻ-āĻŦā§āĻā§āĻ° āĻŦāĻŋāĻˇā§ā§
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.
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 thi...
āĻāĻ°āĻ āĻā§āĻāĻā§āĻ¨
āĻ°ā§āĻāĻŋāĻ āĻ āĻĒāĻ°ā§āĻ¯āĻžāĻ˛ā§āĻāĻ¨āĻžāĻā§āĻ˛āĻŋ
ā§§āĻāĻŋ āĻ°āĻŋāĻāĻŋāĻ
āĻ˛ā§āĻāĻ āĻ¸āĻŽā§āĻĒāĻ°ā§āĻā§
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.
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.
āĻ-āĻŦā§āĻā§ āĻ°ā§āĻāĻŋāĻ āĻĻāĻŋāĻ¨
āĻāĻĒāĻ¨āĻžāĻ° āĻŽāĻ¤āĻžāĻŽāĻ¤ āĻāĻžāĻ¨āĻžāĻ¨āĨ¤
āĻĒāĻ āĻ¨ āĻ¤āĻĨā§āĻ¯
āĻ¸ā§āĻŽāĻžāĻ°ā§āĻāĻĢā§āĻ¨ āĻāĻŦāĻ āĻā§āĻ¯āĻžāĻŦāĻ˛ā§āĻ
Android āĻāĻŦāĻ iPad/iPhone āĻāĻ° āĻāĻ¨ā§āĻ¯ Google Play āĻŦāĻ āĻ
ā§āĻ¯āĻžāĻĒ āĻāĻ¨āĻ¸ā§āĻāĻ˛ āĻāĻ°ā§āĻ¨āĨ¤ āĻāĻāĻŋ āĻāĻĒāĻ¨āĻžāĻ° āĻ
ā§āĻ¯āĻžāĻāĻžāĻāĻ¨ā§āĻā§āĻ° āĻ¸āĻžāĻĨā§ āĻ
āĻā§āĻŽā§āĻāĻŋāĻ āĻ¸āĻŋāĻā§āĻ āĻšā§ āĻ āĻāĻĒāĻ¨āĻŋ āĻ
āĻ¨āĻ˛āĻžāĻāĻ¨ āĻŦāĻž āĻ
āĻĢāĻ˛āĻžāĻāĻ¨ āĻ¯āĻžāĻ āĻĨāĻžāĻā§āĻ¨ āĻ¨āĻž āĻā§āĻ¨ āĻāĻĒāĻ¨āĻžāĻā§ āĻĒā§āĻ¤ā§ āĻĻā§ā§āĨ¤
āĻ˛ā§āĻ¯āĻžāĻĒāĻāĻĒ āĻ āĻāĻŽā§āĻĒāĻŋāĻāĻāĻžāĻ°
Google Play āĻĨā§āĻā§ āĻā§āĻ¨āĻž āĻ
āĻĄāĻŋāĻāĻŦā§āĻ āĻāĻĒāĻ¨āĻŋ āĻāĻŽā§āĻĒāĻŋāĻāĻāĻžāĻ°ā§āĻ° āĻā§ā§āĻŦ āĻŦā§āĻ°āĻžāĻāĻāĻžāĻ°ā§ āĻļā§āĻ¨āĻ¤ā§ āĻĒāĻžāĻ°ā§āĻ¨āĨ¤
eReader āĻāĻŦāĻ āĻ
āĻ¨ā§āĻ¯āĻžāĻ¨ā§āĻ¯ āĻĄāĻŋāĻāĻžāĻāĻ¸
Kobo eReaders-āĻāĻ° āĻŽāĻ¤ā§ e-ink āĻĄāĻŋāĻāĻžāĻāĻ¸ā§ āĻĒāĻĄāĻŧāĻ¤ā§, āĻāĻĒāĻ¨āĻžāĻā§ āĻāĻāĻāĻŋ āĻĢāĻžāĻāĻ˛ āĻĄāĻžāĻāĻ¨āĻ˛ā§āĻĄ āĻ āĻāĻĒāĻ¨āĻžāĻ° āĻĄāĻŋāĻāĻžāĻāĻ¸ā§ āĻā§āĻ°āĻžāĻ¨ā§āĻ¸āĻĢāĻžāĻ° āĻāĻ°āĻ¤ā§ āĻšāĻŦā§āĨ¤ āĻŦā§āĻ¯āĻŦāĻšāĻžāĻ°āĻāĻžāĻ°ā§āĻ° āĻāĻĻā§āĻĻā§āĻļā§āĻ¯ā§ āĻ¤ā§āĻ°āĻŋ āĻ¸āĻšāĻžā§āĻ¤āĻž āĻā§āĻ¨ā§āĻĻā§āĻ°āĻ¤ā§ āĻĻā§āĻā§āĻž āĻ¨āĻŋāĻ°ā§āĻĻā§āĻļāĻžāĻŦāĻ˛ā§ āĻ
āĻ¨ā§āĻ¸āĻ°āĻŖ āĻāĻ°ā§ āĻ¯ā§āĻ¸āĻŦ eReader-āĻ āĻĢāĻžāĻāĻ˛ āĻĒāĻĄāĻŧāĻž āĻ¯āĻžāĻŦā§ āĻ¸ā§āĻāĻžāĻ¨ā§ āĻā§āĻ°āĻžāĻ¨ā§āĻ¸āĻĢāĻžāĻ° āĻāĻ°ā§āĻ¨āĨ¤
