Measuring and Managing Customer Satisfaction: Going for the Gold

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9780873893640: Measuring and Managing Customer Satisfaction: Going for the Gold

Customer service is what makes or breaks a company in today's marketplace. Managers need to hire the right people, give them the right systems, and train them to attend to customers and recognize their needs. Measuring and Managing Customer Satisfaction is intended for companies with limited staffs to design and implement an effective customer assessment system. Kessler takes the reader through all stages of measuring customer satisfaction so they devise a rigorous, yet simple system that draws input from many sources. The book takes a step-by-step approach to planning, implementing and getting results from a customer service strategy. The "Tool Tip" section provides a ready reference on how to use the tools and includes: Customer satisfaction surveys; Focus groups; lost customer and transaction surveys; analysis and synthesis methods.

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About the Author:

Sheila Kessler is the president of Competitive Edge.

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Sheila Kessler
Published by Asq Pr (1996)
ISBN 10: 0873893646 ISBN 13: 9780873893640
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Book Description Asq Pr, 1996. Hardcover. Book Condition: New. book. Bookseller Inventory # M0873893646

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Kessler, Sheila
Published by ASQ Quality Press (1996)
ISBN 10: 0873893646 ISBN 13: 9780873893640
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Book Description ASQ Quality Press, 1996. Hardcover. Book Condition: New. Never used!. Bookseller Inventory # P110873893646

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