Measuring customer service effectiveness
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Main Authors: | |
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Published: |
Gower House,
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Publisher Address: | Burlington, VT |
Publication Dates: | c2004. |
Literature type: | Book |
Language: | English |
Subjects: | |
Carrier Form: | viii, 160 p.: ill. ; 26 cm. |
ISBN: | 0566085380 (alk. paper) |
Index Number: | F713 |
CLC: | F713.55 |
Call Number: | F713.55/C771-1 |
Contents: |
Includes bibliographical references and index. The business case for measurement -- Preparation for measurement -- Qualitative customer service measurement methods -- Quantitative research methods -- Measuring internal customer service -- Benchmarking -- Analysing and communicating the results -- Acting on results. |