Measuring Customer Service Effectiveness
α§αααΆ 2017 Β· Routledge
star
ααΆαααΆαααααα 1
ααααα
βα’αα‘α·α
ααααΌαα·α
174
ααααα
family_home
ααΆααα·αααα·
info
α’αααΈααααα βα’αα‘α·α ααααΌαα·αααα
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...
αααααααβα αααΎαααα
ααΆαααΆααααααΆα αα·αααα·ααΆαααααα
ααΆαααΆαααααα 1
α’αααΈβα’ααααα·αααα
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.
ααΆααααααααααα βα’αα‘α·α ααααΌαα·αααα
ααααΆααααΎαα’αααΈααΆααααααΎαααααα’αααα
α’αΆαβααααααΆα
ααΌαααααααααΆααα αα·αβααααααα
ααα‘αΎααααααα·ααΈ Google Play Books αααααΆαα Android αα·α iPad/iPhone α ααΆβααααΎααααΆαααααβαααααααααααααααα·ααΆαα½αβααααΈβααααα’αααβ αα·αβα’αα»ααααΆαα±ααβα’αααα’αΆααααβααΆαα’ααΈαααΊαα·α α¬ααααΆαβα’ααΈαααΊαα·αβαα
αααααααΈααααααα
αα»αααααΌαααβαα½ααα αα·ααα»αααααΌααα
α’αααα’αΆα
ααααΆααααααα
ααΆααα‘αααααααΆααα·ααα
αααα»α Google Play αααααααΎαααααα·ααΈαα»αααααΆαα’ααΈαααΊαα·ααααα»ααα»αααααΌαααααααα’αααα
eReaders αα·αβα§αααααβαααααβααα
ααΎααααΈα’αΆααα
ααΎβα§ααααα e-ink ααΌα
ααΆβα§αααααα’αΆαβααααα
α’αα‘α·α
ααααΌαα·α Kobo α’αααααΉαααααΌαβααΆαααβα―αααΆα α αΎαβαααααααΆαα
βα§αααααβααααα’αααα ααΌαα’αα»ααααααΆαβααΆαααααΆααααα’α·αααααααααααααααααα½α ααΎααααΈαααααα―αααΆαβαα
α§αααααα’αΆαααααα
βα’αα‘α·α
ααααΌαα·ααααααααΆααα
