Measuring Customer Service Effectiveness
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Measuring Customer Service Effectiveness
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Author : Sarah Cook
language : en
Publisher: Routledge
Release Date : 2017-05-15
Measuring Customer Service Effectiveness written by Sarah Cook and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-05-15 with Business & Economics categories.
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 and internally and explains the measurement process, from preparation to managing the results. The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them. Utilising her consultancy experiences the author has ensured that there is plenty of ready-to-use materials to enable you to start measuring your own organisation's service effectiveness straight away.
Customer Satisfaction Evaluation
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Author : Evangelos Grigoroudis
language : en
Publisher: Springer Science & Business Media
Release Date : 2009-11-07
Customer Satisfaction Evaluation written by Evangelos Grigoroudis and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-11-07 with Business & Economics categories.
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
Assessing Service Quality
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Author : Peter Hernon
language : en
Publisher: American Library Association
Release Date : 2010-01-19
Assessing Service Quality written by Peter Hernon and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-01-19 with Business & Economics categories.
This classic book is brought fully up to date as Hernon and Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, challenging librarians to think about customer service in new ways.
Customer Service Programs In Arl Libraries
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Author :
language : en
Publisher: Association of Research Libr
Release Date : 1998
Customer Service Programs In Arl Libraries written by and has been published by Association of Research Libr this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Academic libraries categories.
Recent Advances In Commerce Management Volume 4
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Author : Sruthi S
language : en
Publisher: RED'SHINE Publication. Pvt. Ltd.
Release Date :
Recent Advances In Commerce Management Volume 4 written by Sruthi S and has been published by RED'SHINE Publication. Pvt. Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on with Antiques & Collectibles categories.
Re Engineering Customer Service
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Author : Dr. Bob L Ssekyanzi PhD.
language : en
Publisher: Xlibris Corporation
Release Date : 2024-11-07
Re Engineering Customer Service written by Dr. Bob L Ssekyanzi PhD. and has been published by Xlibris Corporation this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-11-07 with Business & Economics categories.
With the competitive global marketplace environment and many other business challenges, it is vital and very necessary to leverage the social channels for a superior customer experience. In developing the 21st Century workforce, it is important to understand that your clients are already using more avenues than ever to reach out to you through the Internet and social media. It may be prudent to consider whether if you can deliver expected customer service experiences that your customers want on these same social media channels, as well as many of these emerging communication technologies? Or, will your customers be disappointed when they cannot find anyone there to help. The conclusion is to acquire the right customer service skills to master these new channels. Social media is about engaging. It’s about talking to your customers rather than talking at them. It’s about listening to their responses and providing feedback. It’s about building relationships and community.
Innovative Practices For Corporate And Individual Development
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Author : Dr.P.Giridhara Reddy Dr.V.Basavachari
language : en
Publisher: Archers & Elevators Publishing House
Release Date :
Innovative Practices For Corporate And Individual Development written by Dr.P.Giridhara Reddy Dr.V.Basavachari and has been published by Archers & Elevators Publishing House this book supported file pdf, txt, epub, kindle and other format this book has been release on with Antiques & Collectibles categories.
Service Quality Management In Hospitality Tourism And Leisure
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Author : Connie Mok
language : en
Publisher: Routledge
Release Date : 2013-01-11
Service Quality Management In Hospitality Tourism And Leisure written by Connie Mok and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-01-11 with Business & Economics categories.
Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.
Strategy Execution
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Author : Andrew MacLennan
language : en
Publisher: Routledge
Release Date : 2010-09-13
Strategy Execution written by Andrew MacLennan and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-09-13 with Business & Economics categories.
Strategy Execution is a core text combining the rigour of advanced research with the accessibility of practical experience and application to guide readers through this challenging, yet essential subject.
Customer Relationship Management
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Author : Roger J. Baran
language : en
Publisher: Taylor & Francis
Release Date : 2016-12-08
Customer Relationship Management written by Roger J. Baran and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-12-08 with Business & Economics categories.
This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management.