Measuring Customer Satisfaction A Guide to Managing Quality Customer Service (Paperback)

Measuring Customer Satisfaction A Guide to Managing Quality Customer Service Book Description

Everyone is aware of the importance of satisfying customers. However, most approaches to satisfaction measurement are haphazard at best. Measurement, along with customer service management and services marketing must be an integrated part of an overall system. Crucial to your success in measuring quality and customer satisfaction is knowing what to measure, when to measure it, how to measure it, how to analyze the date, and what to do with your results. This book is guide. MEASURING CUSTOMER SATISFACTION was written for everyone, from the business owner to the front-line supervisor to the customer contact employee. Exercises, case studies, and worksheets will help you to define your role in assuring your role in assuring total customer satisfaction, how to use quality improvement measurement tools, and how to conduct necessary research and analysis. This easy-to-read, interactive book is all you need to develop a superior customer services system in any type of business or industr.

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