The Forgotten Leg of Quality
Customer Service
1st Edition
Published on 30. December 2025
354 pages
978-1-040-68967-7 (ISBN)
Description
This book emphasizes the importance of customer service in various industries and highlights 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, such as dissatisfaction, failure, and cost. It highlights systemic failures caused by noncompliance with regulations and standards and provides strategies for implementing them. Methodologies and tools are provided to help improve recall rates and minimize nonconformances.
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.
The Forgotten Leg of Quality: Customer Service explores the link between customer service theory and real-world issues, such as dissatisfaction, failure, and cost. It highlights systemic failures caused by noncompliance with regulations and standards and provides strategies for implementing them. Methodologies and tools are provided to help improve recall rates and minimize nonconformances.
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.
More details
Series
Edition
1. Auflage
Language
English
Place of publication
London
United Kingdom
Publishing group
Taylor & Francis Ltd
Target group
Professional and scholarly
Product notice
Reflowable
Illustrations
33 Tables, black and white; 14 Line drawings, black and white; 1 Halftones, black and white; 15 Illustrations, black and white
File size
3,00 MB
ISBN-13
978-1-040-68967-7 (9781040689677)
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
Book
approx. 12/2025
1st Edition
CRC Press
€177.90
Not yet published
Book
approx. 12/2025
1st Edition
CRC Press
€77.70
Not yet published
Person
D. H. Stamatis, PhD, has been an academic teacher/professor at several universities in the United States, Europe, and Asia. He taught various topics, 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 dealing with general and specific issues regarding quality. He has participated in many domestic and international quality conferences. In his consulting business, for more than 40 years, he has visited more than 120 countries, teaching, lecturing, and consulting with organizations on the benefits of focusing on quality for successful results in both productivity and profitability.
Content
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.
