Measuring Customer Service Effectiveness

Measuring Customer Service Effectiveness

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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.This records the transaction or enquiry they make with the service provider. ... The mystery shop criteria do not reflect what is important to the customer; effectively the business is measuring what they ... agents to act as customers during a mystery shop exercise, you do need to ensure that they reflect your customer profile.

Title:Measuring Customer Service Effectiveness
Author:Sarah Cook
Publisher:Gower Publishing, Ltd. - 2004


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