Measuring Customer Service Effectiveness

Measuring Customer Service Effectiveness

by Sarah Cook

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Product Details

ISBN-13: 9781351919005
Publisher: Taylor & Francis
Publication date: 05/15/2017
Sold by: Barnes & Noble
Format: NOOK Book
Pages: 174
File size: 9 MB

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.

Table of Contents

Contents: Introduction; The business case for measurement; Preparing to measure customer service; Qualitative customer service measurement methods; Quantitative research methods; Measuring internal service quality; Benchmarking; Analysing and communicating the results; Acting on results; Recommended reading; Index.

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