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Managing quality customer service : a practical guide for establishing a service operation /
Annotation This practical, self-study book has been developed to help you establish and manage a quality service operation. Learn how to determine customer needs, how to effectively and efficiently meet those needs, and how to continually measure your service level.
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Los Altos, Calif. :
Crisp,
©1989.
|
| Colección: | Fifty-Minute series.
|
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
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|---|---|---|---|
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| 020 | |a 9781417524693 |q (electronic bk.) | ||
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| 072 | 7 | |a BUS |x 018000 |2 bisacsh | |
| 082 | 0 | 4 | |a 658.812 |2 22 |
| 049 | |a UAMI | ||
| 100 | 1 | |a Martin, William B. | |
| 245 | 1 | 0 | |a Managing quality customer service : |b a practical guide for establishing a service operation / |c William B. Martin. |
| 260 | |a Los Altos, Calif. : |b Crisp, |c ©1989. | ||
| 300 | |a 1 online resource (viii, 94 pages) : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 340 | |g polychrome. |2 rdacc |0 http://rdaregistry.info/termList/RDAColourContent/1003 | ||
| 347 | |a data file | ||
| 490 | 1 | |a Fifty-Minute series | |
| 504 | |a Includes bibliographical references. | ||
| 588 | 0 | |a Print version record. | |
| 520 | 8 | |a Annotation This practical, self-study book has been developed to help you establish and manage a quality service operation. Learn how to determine customer needs, how to effectively and efficiently meet those needs, and how to continually measure your service level. | |
| 505 | 0 | |a TITLE -- COPYRIGHT -- ABOUT THIS BOOK -- CONTENTS -- HOW THIS BOOK IS ORGANIZED -- A GUIDE FOR THE CHANGE AGENT -- DEVELOPING A CUSTOMER-SERVICE PERSPECTIVE -- THE PERSPECTIVE REQUIRED -- THE MANAGEMENT SKILLS REQUIRED -- TWO VIEWS OF ORGANIZATION -- STAGE I UNDERSTAND YOUR CUSTOMERS -- UNDERSTAND YOUR CUSTOMERS -- STAGE ONE ADDRESSES FOUR FUNDAMENTAL QUESTIONS: -- WHAT IS YOUR SPECIFIC SERVICE NICHE? -- THE SERVICE NICHE INVENTORY -- YOUR SERVICE NICHE -- DETERMINE YOUR SERVICE NICHE -- TARGETED SERVICES -- TARGETED CUSTOMERS | |
| 505 | 8 | |a WHAT ARE THE CHARACTERISTICS OF THE SERVICES YOU PROVIDE?CONSIDER THESE TEN SERVICE CHARACTERISTICS: -- DEVELOP A SERVICE PROFILE -- DEVELOPING YOUR CUSTOMER PROFILE -- HOW DO YOUR CUSTOMERS SEE YOU? -- YOUR SERVICE SILHOUETTE -- ASSESSING YOUR SERVICE SILHOUETTE DETERMINERS -- REVIEW OF STAGE I -- YOUR ACTION PLAN FOR STAGE ONE -- STAGE II SET QUALITY SERVICE STANDARDS -- SET QUALITY SERVICE STANDARDS -- THE IMPORTANCE OF SETTING QUALITY SERVICE STANDARDS -- THE TWO DIMENSIONS OF QUALITY CUSTOMER SERVICE | |
| 505 | 8 | |a SEVEN STANDARD AREAS IN THE PROCEDURAL DIMENSION OF QUALITY SERVICESEVEN STANDARDS AREAS IN THE PERSONAL DIMENSION OF QUALITY SERVICE -- WRITING QUALITY SERVICE STANDARDS -- WRITE YOUR OWN QUALITY SERVICE STANDARDS -- GUIDELINES FOR DEVELOPING QUALITY SERVICE STANDARDS -- PRIORITIZING YOUR QUALITY CUSTOMER SERVICE STANDARDS -- PRIORITIZING YOUR SERVICE STANDARDS: AN EXERCISE -- REVIEW OF STAGE II -- YOUR ACTION PLAN FOR STAGE II -- STAGE III BUILDING A WINNING TEAM -- BUILD A WINNING CUSTOMER-SERVICE TEAM | |
| 505 | 8 | |a STEP 1 BUILD A WINNING TEAM BY PUTTING QUALITY INTO THE DESIGN OF CUSTOMER-SERVICE JOBSYOUR JOB DESIGN MATRIX -- STEP 2 BUILD A WINNING TEAM BY WRITING JOB SPECIFICATIONS IN QUALITY CUSTOMER-SERVICE TERMS -- YOUR JOB SPECIFICATION MATRIX -- STEP 3 BUILD A WINNING TEAM BY SCREEN-ING JOB APPLICANTS FOR QUALITY CUSTOMER-SERVICE ABILITIES -- A PROFILE OF THE IDEAL CUSTOMER-SERVICE CANDIDATE -- STEP 4 BUILD A WINNING TEAM BY TRAINING FOR QUALITY CUSTOMER SERVICE -- CUSTOMER-SERVICE TRAINING PROGRAM ASSESSMENT SCALE -- STEP 5 BUILD A WINNING TEAM WITH QUALITY LEADERSHIP | |
| 505 | 8 | |a ""BUILDING A WINNING TEAM WITH QUALITY LEADERSHIP""""FIVE FOUNDATIONS TO CUSTOMER-SERVICE LEADERSHIP""; ""HOW DO YOU RATE YOUR LEADERSHIP ABILITY""; ""CUSTOMER-SERVICE LEADERSHIP EFFECTIVENESS SCALE""; ""INSTRUCTIONS""; ""STEP 6 BUILD A WINNING TEAM WITH A SUPPORTIVE ORGANIZATIONAL CLIMATE""; ""CUSTOMER-SERVICE CLIMATE ASSESSMENT SCALE""; ""REVIEW OF STAGE III""; ""YOUR ACTION PLAN FOR STAGE III""; ""STAGE IV CHECK UP REGULARLY""; ""CHECK REGULARLY ON HOW YOU ARE DOING""; ""YOUR MEASUREMENT SYSTEM""; ""CHECK ON HOW YOU�RE DOING WITH A SERVICE AUDIT""; ""CREATING A SERVICE AUDIT"" | |
| 590 | |a ProQuest Ebook Central |b Ebook Central Academic Complete | ||
| 650 | 0 | |a Customer services |x Management. | |
| 650 | 0 | |a Customer relations. | |
| 650 | 0 | |a Consumer satisfaction. | |
| 650 | 2 | |a Consumer Behavior | |
| 650 | 6 | |a Service à la clientèle |x Gestion. | |
| 650 | 6 | |a Consommateurs |x Satisfaction. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Consumer satisfaction |2 fast | |
| 650 | 7 | |a Customer relations |2 fast | |
| 650 | 7 | |a Customer services |x Management |2 fast | |
| 653 | |a Customer Service | ||
| 653 | |a Customer Relations | ||
| 758 | |i has work: |a Managing quality customer service (Text) |1 https://id.oclc.org/worldcat/entity/E39PCFTwCBP8FvV9vx6QbyPTpd |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
| 776 | 0 | 8 | |i Print version: |a Martin, William B. |t Managing quality customer service. |d Los Altos, Calif. : Crisp Publications, ©1989 |z 0931961831 |w (DLC) 88092732 |w (OCoLC)20107574 |
| 830 | 0 | |a Fifty-Minute series. | |
| 856 | 4 | 0 | |u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=3116953 |z Texto completo |
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