Just as most people think they are above-average drivers, most companies believe they provide superior customer service. The truth is that many customers feel that the general state of customer service leaves a lot to be desired, but companies often don't understand that it does not have to be more expensive to provide a good experience.Gourmet Customer Service outlines a new way to ensure the most cost-effective customer service, focusing on data gathering, experimentation, and validation to ensure continual quality improvement.Simply beinq , , . . , . , , | J3 your customers to be part of an ongoing satis- aware of the problem puts J v you well ahead of the curve. faction study, or by usmB a aquot; mystery shopperaquot; ... is to be aware of it, understand where it is coming from, and try to Coping With Selection Bias ac Look for differences between the survey participants and the population as a whole (for example, in demographic profile). Check toanbsp;...
|Title||:||Gourmet Customer Service|
|Author||:||Peter Leppik, David Leppik|
|Publisher||:||Vocal Laboratories Inc. - 2005-01-01|