Good customer service may be seen as a crucial asset for most
organisations. But how do you know that you are delivering good
customer service both externally and internally and, more
importantly, delivering it to meet and exceed your customers'
expectations? Customer service is an intangible thing, it is
perishable and it is personal, so measuring it can be complicated
and less than straightforward. Help is at hand. Sarah Cook's
down-to-earth guide provides the rationale behind measuring service
effectiveness externally and internally and explains the
measurement process, from preparation to managing the results. The
book also includes an exploration of the various techniques open
for measuring effectiveness and how to use them. Utilising her
consultancy experiences the author has ensured that there is plenty
of ready-to-use materials to enable you to start measuring your own
organisation's service effectiveness straight away.
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