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|a HF5415.5
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|a 658.712072
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|a UAMI
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| 100 |
1 |
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|a Cook, Sarah.
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| 245 |
1 |
0 |
|a Measuring Customer Service Effectiveness.
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| 260 |
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|a Abingdon, Oxon :
|b Taylor and Francis,
|c 2004.
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| 300 |
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|a 1 online resource (175 pages)
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| 336 |
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|a text
|b txt
|2 rdacontent
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| 337 |
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|a computer
|b c
|2 rdamedia
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| 338 |
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|a online resource
|b cr
|2 rdacarrier
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|a Print version record.
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|a Cover; Half Title; Title Page; Copyright Page; Contents; List of Figures; Introduction; Acknowledgements; 1 The Business Case for Measurement; Return on investment in customer service; Measurement and service strategy; What to measure; Timing your measurement; Assess your current approach to customer service management; 2 Preparing to Measure Customer Service; Key questions to ask in the planning and preparation phase; Choosing the correct audience; Selecting the best measurement techniques; Determining sample size; Assess your current approach to preparing to measure customer service.
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| 505 |
8 |
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|a 3 Qualitative Customer Service Measurement MethodsExploratory research and its benefits; Customer focus groups; One-to-one in-depth interviews; Other methods of qualitative research; Assess your current approach to using qualitative customer service measurement methods; 4 Quantitative Research Methods; Designing a questionnaire; Postal and email questionnaires and surveys; Telephone surveys; Face-to-face structured interviews; Customer comment cards and suggestion schemes; Mystery shopping; Analysis of complaints and compliments; Observation.
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| 505 |
8 |
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|a Assess your current approach to using quantitative customer service measurement methods5 Measuring Internal Service Quality; What is internal service quality?; Measuring individual service orientation; Measuring departmental service quality; Measuring organisational service quality; Assess your current approach to measuring internal service quality; 6 Benchmarking; What is benchmarking?; The benchmarking process; Other models and approaches that help measure customer service; Benchmarking organisations; Assess your current approach to benchmarking; 7 Analysing and Communicating the Results.
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|a Analysing customer service measurement resultsPresenting results; Priorities for improvement; Problem-solving tools; Improvement action planning; Assess your current approach to analysing and communicating results; 8 Acting on Results; A holistic approach; Vision and values; Strategy and structure; Service leadership; Competencies and training and development; Service standards and service level agreements; Process improvement; Service improvement teams; Reward and recognition; Sustaining a customer focus.
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| 505 |
8 |
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|a Assess your current approach to acting on results of internal and external customer feedbackRecommended Reading; Index.
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| 590 |
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|a ProQuest Ebook Central
|b Ebook Central Academic Complete
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| 650 |
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0 |
|a Customer services
|x Quality control.
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| 650 |
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0 |
|a Customer services
|x Evaluation.
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| 650 |
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0 |
|a Customer services
|x Management.
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| 650 |
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6 |
|a Service à la clientèle
|x Évaluation.
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| 650 |
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6 |
|a Service à la clientèle
|x Gestion.
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| 650 |
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6 |
|a Service à la clientèle
|x Qualité
|x Contrôle.
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| 650 |
|
7 |
|a Customer services
|x Evaluation
|2 fast
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| 650 |
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7 |
|a Customer services
|x Management
|2 fast
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| 650 |
|
7 |
|a Customer services
|x Quality control
|2 fast
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| 758 |
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|i has work:
|a Measuring customer service effectiveness (Text)
|1 https://id.oclc.org/worldcat/entity/E39PCGgT8gckdBHvDRKK4DH7pd
|4 https://id.oclc.org/worldcat/ontology/hasWork
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| 776 |
0 |
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|i Print version:
|a Cook, Sarah.
|t Measuring Customer Service Effectiveness.
|d Abingdon, Oxon : Taylor and Francis, ©2004
|z 9780566085383
|
| 856 |
4 |
0 |
|u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=4860460
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