Monitoring, Measuring, and Managing Customer Service Tapa dura - 2000 - 1st Edición
de Gary S. Goodman
Descripción de la solapa
Improving customer service isn't a matter of finding better customer service reps. As Dr. Gary Goodman states, "We can all provide superior service, time and time again, providing we have fully defined what it is, and we have trained our people to deliver it." In this book Goodman identifies the core behaviors that make up excellent customer service--as defined by the customer--and provides managers with a set of proven tools for promoting and maintaining it, transaction after transaction.Using methods that have been developed and field tested to consistently produce award-winning levels of service at Xerox, Polaroid, DuPont, and other top companies, Goodman shows managers how to train their reps to replicate a well-thought-out and highly productive service routine, in person and over the telephone.Goodman identifies the twenty-four communication factors that promote customer service and presents TEAMeasures (Telephone Effectiveness Assessment Measures) to help managers measure telephone effectiveness, call quality, and customer satisfaction. He also introduces SEAMeasures (Supervisor Effectiveness Assessment Measures) to help companies evaluate the effectiveness of their team leaders, supervisors, and customer service managers.Goodman examines a wealth of real-life episodes of first-class service to illustrate what happened and show how each event can be repeated. He identifies the specific benefits that good service personnel provide and how those benefits translate into lasting customer loyalty. And he gives managers explicit criteria for measuring success and for recruiting, motivating, and retaining quality customer service personnel.With a focus on the management and organizational issues that make good customer service possible, Monitoring, Measuring, and Managing Customer Service helps companies with a corporate commitment to excellent customer service develop first-class customer service departments.
Detalles
- Título Monitoring, Measuring, and Managing Customer Service
- Autor Gary S. Goodman
- Encuadernación Tapa dura
- Número de edición 1st
- Edición 1
- Páginas 192
- Volúmenes 1
- Idioma ENG
- Editorial Jossey-Bass
- Fecha de publicación 2000-04-28
- Features Index
- ISBN 9780787951399 / 0787951390
- Peso 1.24 libras (0.56 kg)
- Dimensiones 9.51 x 8.22 x 0.93 pulgadas (24.16 x 20.88 x 2.36 cm)
- Library of Congress subjects Customer services - Quality control, Customer services - Management
- Número de catálogo de la Librería del Congreso de EEUU 00025368
- Dewey Decimal Code 658.812
Reseñas en medios
Citas
- Reference and Research Bk News, 02/01/2001, Page 91
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