Monitoring, Measuring & Managing Customer Service (Hardcover)

A system for building and sustaining great customer service, describing excellence in terms of a learnable set of behaviours that can be monitored, measured and managed. The author examines examples of excellent service to illustrate what happened and how the event could be repeated, offering specific guidance on how to develop, sustain and reward high levels of service from all customer service representatives. (Kirkus UK)

Excellent customer service does not come about by accident. It is a learnable set of behaviors that can be monitored, measured, and managed. Drawing from his highly successful seminars and training programs, Gary S. Goodman presents a surefire system for building a first-class customer service department. Goodman identifies the behaviors that constitute top-level service, examines the results that kind of service produces, and shows how to measure it in terms of daily customer satisfaction. He provides managers with specific guidelines for developing, sustaining, and rewarding high levels of service from their customer service reps--with emphasis on telephone contact, the primary link to customers for most companies.

General

Imprint:	Jossey-Bass Inc.,U.S.
Country of origin:	United States
Release date:	May 2000
First published:	2000
Authors:	G S Goodman
Dimensions:	264 x 186 x 16mm (L x W x T)
Format:	Hardcover
Pages:	192
ISBN-13:	978-0-7879-5139-9
Categories:	Books > Business & Economics > Business & management > Sales & marketing > Customer services Promotions
LSN:	0-7879-5139-0
Barcode:	9780787951399

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