Monitoring, Measuring, and Managing Customer Service. This item is unavailable.
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Language: English
Published by Wiley & Sons, Incorporated, John, 2000
- First Edition
- Hardcover
- Used
Seller: Better World Books Ltd, Dunfermline, United KingdomBetter World Books Ltd
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Unavailable
Hardcover
Condition: Used - Very good
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Item description from seller
Former library copy. Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Includes library markings. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good.
Seller Inventory # GRP34459965
- Title
- Monitoring, Measuring, and Managing Customer Service
- Author
- Goodman, Gary S.
- Publisher
- Wiley & Sons, Incorporated, John
- Publication year
- 2000
- Condition
- Very Good
- Binding
- Hardcover
- Language
- English
- ISBN 10
- 0787951390
- ISBN 13
- 9780787951399
- Edition
- 1st Edition.
- Item weight
- 1.243 pounds
- Dimensions
- N/A
Excellent customer service does not come about by accident. It is a learnable set of behaviors that can be monitored, measured, and managed. Drawing from his highly successful seminars and training programs, Gary S. Goodman presents a surefire system for building a first-class customer service department. Goodman identifies the behaviors that constitute top-level service, examines the results that kind of service produces, and shows how to measure it in terms of daily customer satisfaction. He provides managers with specific guidelines for developing, sustaining, and rewarding high levels of service from their customer service reps--with emphasis on telephone contact, the primary link to customers for most companies.
"Synopsis" may belong to another edition of this title.
About the Author
GARY S. GOODMAN is an internationally recognized innovator in customer service, sales, and telemarketing who consults for a number of Fortune 500 companies including Xerox, Polaroid, and Kraft General Foods. He is also a best-selling author of twelve books and president of The Goodman Organization, a consulting firm based in GlAndale, California.
"About the title" may belong to another edition of this title.