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 ...

Measuring Customer Service Effectiveness 2017, Routledge, London

ISBN-13: 9781138256200


Measuring Customer Service Effectiveness 2004, Routledge, Aldershot, England

ISBN-13: 9780566085383