Measuring customer service effectiveness /

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Cook, Sarah, 1955- (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: London ; New York : Routledge, 2016.
Temas:
Customer services > Quality control.
Customer services > Evaluation.
Customer services > Management.
Service à la clientèle > Évaluation.
Service à la clientèle > Gestion.
Service à la clientèle > Qualité > Contrôle.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Customer services > Evaluation
Customer services > Management
Customer services > Quality control
Acceso en línea:Texto completo
Tabla de Contenidos:
  • 1. The business case for measurement
  • 2. Preparating to measure customer service
  • 3. Qualitative customer service measurement methods
  • 4. Quantitative research methods
  • 5. Measuring internal service quality
  • 6. Benchmarking
  • 7. Analysing and communicating the results
  • 8. Acting on results.

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