Measuring Customer Service Effectiveness - Softcover

Cook, Sarah

Softcover

ISBN 10: 113825620X ISBN 13: 9781138256200

Publisher: Routledge, 2017

Synopsis

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.

About this title

About the Author

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.

Edition details

• Publisher: Routledge
• Publication date: 2017
• Language: English
• ISBN 10: 113825620X
• ISBN 13: 9781138256200
• Binding: Paperback
• Edition number: 1
• Number of pages: 174