Serving the American Public: Best Practices in Resolving Customer Complaints: National Performance Review

Serving the American Public: Best Practices in Resolving Customer Complaints: National Performance Review

by Albert R. Gore
     
 

Fed. agencies were directed to survey their customers to see what kind of service people want & whether they are getting it; to give customers choices & easy access; & to develop a way for citizens to complain & get problems fixed. To comply, agencies embarked on this series of benchmarking studies. Contents: summary of best practices (leadership strategies for… See more details below

Overview

Fed. agencies were directed to survey their customers to see what kind of service people want & whether they are getting it; to give customers choices & easy access; & to develop a way for citizens to complain & get problems fixed. To comply, agencies embarked on this series of benchmarking studies. Contents: summary of best practices (leadership strategies for satisfying customers; info. & analysis; planning; human resources development & mgmt.; customer focus, expectations & satisfaction; complaint process mgmt.; bus. results); reinventing complaint resolution; practices of benchmarking partners.

Product Details

ISBN-13:
9780788140174
Publisher:
DIANE Publishing Company
Publication date:
06/28/1997
Edition description:
REPRINT
Pages:
40

Customer Reviews

Average Review:

Write a Review

and post it to your social network

     

Most Helpful Customer Reviews

See all customer reviews >