Click on a thumbnail to go to Google Books.
Loading... Monitoring, Measuring, & Managing Customer Serviceby Gary S. Goodman PhD
None Loading...
Sign up for LibraryThing to find out whether you'll like this book. No current Talk conversations about this book. No reviews no reviews | add a review
Excellent customer service does not come about by accident. It is a learnable set of behaviors that can be monitored, measured, and managed. Drawing from his highly successful seminars and training programs, Gary S. Goodman presents a surefire system for building a first-class customer service department. Goodman identifies the behaviors that constitute top-level service, examines the results that kind of service produces, and shows how to measure it in terms of daily customer satisfaction. He provides managers with specific guidelines for developing, sustaining, and rewarding high levels of service from their customer service reps--with emphasis on telephone contact, the primary link to customers for most companies. No library descriptions found. |
Current DiscussionsNone
Google Books — Loading... GenresMelvil Decimal System (DDC)658.812Technology Management and auxiliary services Management Of MarketingLC ClassificationRatingAverage: No ratings.Is this you?Become a LibraryThing Author. |