This book emphasizes the importance of customer service in various industries, highlighting its role in profitability. It presents numerous examples to remind leaders of the detrimental impact of neglecting customer service and the need for proactive measures.
The Forgotten Leg of Quality: Customer Service explores the link between customer service theory and real-world issues like dissatisfaction, failure, and cost. It highlights systemic failures caused by non-compliance with regulations and standards and provides strategies for implementing them. Methodologies and tools are provided to help improve recall rates and minimize non-conformances.
Through an analysis of customer satisfaction, this book utilizes various statistical studies and methodologies, to aid customer service practitioners in enhancing their reporting and evaluation processes.
Reihe
Sprache
Verlagsort
Verlagsgruppe
Zielgruppe
Für Beruf und Forschung
Professional Practice & Development
Produkt-Hinweis
Broschur/Paperback
Klebebindung
Illustrationen
15 s/w Abbildungen, 1 s/w Photographie bzw. Rasterbild, 14 s/w Zeichnungen, 43 s/w Tabellen
33 Tables, black and white; 14 Line drawings, black and white; 1 Halftones, black and white; 15 Illustrations, black and white
Maße
Höhe: 234 mm
Breite: 156 mm
ISBN-13
978-1-041-09531-6 (9781041095316)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Klassifikation
D.H. Stamatis, PH.D., has been an academic teacher/professor for several Universities in the USA, Europe, and Asia. He has taught various subjects, including, problem-solving, team approaches, SPC, G8D, 6?, statistics, reliability, quality, and several approaches to effectiveness in manufacturing/defense/service/health and educational organizations. Dr. Stamatis has written numerous articles and over 60 books on numerous topics dealing with general and specific issues within Quality. He has also participated in many domestic and international Quality conferences. In his consulting business of over 40 years, he visited over 120 countries, teaching, lecturing, and consulting many organizations on the benefit of focusing on quality for successful results in both productivity and profitability.
Autor*in
President of Contemporary Consultants, MI, USA
1.General Customer Service Overview Comments. 2. Characteristics of Customer Service. 3. Statistics Relating Customer Service and Satisfaction. 4. Service Strategies. 5. Economic Utility and its Relationship to Customer Service. 6. The role of Management in Customer Service. 7. Problem Solving Methodology. 8. Eight Disciplines (8D). 9. Common Methodologies for Customer Service. 10. Selected useful methodologies that can help improve Customer Service and Voice of the Customer. 11. Available Software for Customer Service. 12. Epilogue. 13. References. 14. Appendix A. A Summary of Several Customer Service Software Based on Helpscout. 15. Appendix B. Various Specific Tools That May Be Used in the Process of Customer Service and Customer Intelligence. 16. Appendix C. Lean Deployment Guideline Sheet.
