Measuring Customer Service Effectiveness
eBook - ePub

Measuring Customer Service Effectiveness

Sarah Cook

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  1. 174 pages
  2. English
  3. ePUB (mobile friendly)
  4. Available on iOS & Android
eBook - ePub

Measuring Customer Service Effectiveness

Sarah Cook

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About This Book

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.

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Information

Publisher
Routledge
Year
2017
ISBN
9781351919005
Edition
1
Topic
Business
Subtopic
Customer Relations
Index
Business

Table of contents