IES Management College And Research Centre

COOK SARAH

MEASURING CUSTOMER EFFECTIVENESS - ENGLAND GOWER 2004 - VIII, 160 P. HARD

The business case for measurement -- Preparating to measure customer service -- Qualitative customer service measurement methods -- Quantitative research methods -- Measuring internal service quality -- Benchmarking -- Analysing and communicating the results -- Acting on results.

The Business Case for Measurement; Return on investment in customer service; Measurement and service strategy; What to measure; Timing your measurement; Assess your current approach to customer service measurement; 2.

978-0566085383


CUSTOMER SERVICE--QUALITY CONTROL--MANAGEMENT--EVALUATION

658.812

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