Measuring Customer Service Effectiveness
Published on 15. May 2017
174 pages
978-1-351-91900-5 (ISBN)
Description
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.
Reviews / Votes
'Anyone wishing to know how to approach the introduction of measurement within their business, could pick up this book and with the assistance of the useful checklists and toolkits , immediately start implementation.' Tracey Orr, Culture and Service Manager, Midlands Co-operative Society Limited, UK. '...this book explains how to put the customer at the centre of our decision making to avoid costly mistakes and deliver meaningful business results.' Mandy Spooner, Head of Organisational change, RAC plc. 'The author of this book offers an ensemble of concrete methods and twchniques that aim to measure the effectiveness of managing customer relations, from preparing the tools to getting the most from the results.' EFMAS, Februaury 2005 'I am impressed with the thoroughness of detail in each chapter. Essentially, the content of the book is presented in a ready-to-use format and as a one stop shop, the book hits the mark. The target audience for this book is practioners and you will get your money's worth. I'm impressed enough by the content and presentation of this book to have a look at the four other books by Ms. Cook.' Leadership and Organizational Development. 'Sarah Cook's book is a valuable resource for any organization attempting to develop, maintain or improve the quality of their customer service.' Terri Feldman Barr, Miami University, Ohio, U.S.A.More details
Language
English
Place of publication
London
United Kingdom
Publishing group
Taylor & Francis Ltd
Target group
Professional and scholarly
Product notice
Reflowable
File size
8,59 MB
ISBN-13
978-1-351-91900-5 (9781351919005)
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 Classification
Other editions
Additional editions
Sarah Cook
Measuring Customer Service Effectiveness
Book
03/2017
1st Edition
Routledge
€83.10
Shipment within 10-20 days
Sarah Cook
Measuring Customer Service Effectiveness
Book
10/2004
1st Edition
Gower Publishing Ltd
€205.90
Shipment within 10-20 days
Person
Sarah Cook is Managing Director of service excellence consultancy, Stairway Consultancy and author of Compendium of Questionnaires and Inventories Volumes 1 and 2, Compendium of Customer Service Questionnaires, and Process Improvement, all published by Gower.
Content
Contents: Introduction; The business case for measurement; Preparing 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; Recommended reading; Index.
