Customer Service Operations: The Complete Guide

If your mission is to manage the best customer service department in your industry - and if you'll settle for nothing less - you are ready for this book. It is an expert guide to every phase of customer service operations. It covers the development of standards and procedures, measurements of quality performance, and customer satisfaction, complaint policies, and all aspects of the day-to-day operations that are the essence of customer service. Most of all this book is a hands-on reference crammed with proven methods, action plans, and advice about how to avoid dangerous pitfalls and how to position yourself for success. This book is filled with real-world examples you can easily adapt. You'll find model mission statements, formulas for setting quality standards, and new ways to keep focused on customer needs. There's plenty of hard-nosed advice on choosing among the myriad telecommunications options, guidance on queueing, suggestions for inbound and outbound telemarketing, counsel on