IES Management College And Research Centre

MEASURING CUSTOMER EFFECTIVENESS

By: COOK SARAHPublication details: ENGLAND GOWER 2004Description: VIII, 160 P. HARDISBN: 978-0566085383Subject(s): CUSTOMER SERVICE -- QUALITY CONTROL -- MANAGEMENT -- EVALUATIONDDC classification: 658.812
Contents:
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.
Summary: 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.
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Item type Current library Collection Call number Status Date due Barcode Item holds
Reference Reference Main Library
REF 658.812/ COO/ 18492 (Browse shelf (Opens below)) Not For Loan 11118492
Total holds: 0

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.

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