MEASURING CUSTOMER EFFECTIVENESS
Publication details: ENGLAND GOWER 2004Description: VIII, 160 P. HARDISBN: 978-0566085383Subject(s): CUSTOMER SERVICE -- QUALITY CONTROL -- MANAGEMENT -- EVALUATIONDDC classification: 658.812Item type | Current library | Collection | Call number | Status | Date due | Barcode | Item holds |
---|---|---|---|---|---|---|---|
Reference | Main Library | REF | 658.812/ COO/ 18492 (Browse shelf (Opens below)) | Not For Loan | 11118492 |
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.
There are no comments on this title.