MEASURING CUSTOMER EFFECTIVENESS
COOK SARAH
MEASURING CUSTOMER EFFECTIVENESS - ENGLAND GOWER 2004 - VIII, 160 P. HARD
The business case for measurement -- Preparating to measure customer service -- Qualitative customer service measurement methods -- Quantitative research methods -- Measuring internal service quality -- Benchmarking -- Analysing and communicating the results -- Acting on results.
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 measurement; 2.
978-0566085383
CUSTOMER SERVICE--QUALITY CONTROL--MANAGEMENT--EVALUATION
658.812
MEASURING CUSTOMER EFFECTIVENESS - ENGLAND GOWER 2004 - VIII, 160 P. HARD
The business case for measurement -- Preparating to measure customer service -- Qualitative customer service measurement methods -- Quantitative research methods -- Measuring internal service quality -- Benchmarking -- Analysing and communicating the results -- Acting on results.
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 measurement; 2.
978-0566085383
CUSTOMER SERVICE--QUALITY CONTROL--MANAGEMENT--EVALUATION
658.812