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Measuring Customer Service Effectiveness.
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Abingdon, Oxon :
Taylor and Francis,
2004.
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| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- 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.
- 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.
- 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.
- 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.
- Assess your current approach to acting on results of internal and external customer feedbackRecommended Reading; Index.