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Monitoring, Measuring, and Managing Customer Service
Gary S. Goodman
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Description for Monitoring, Measuring, and Managing Customer Service
Hardcover. Excellence in customer service does not come about accidentally - it is a learnable set of behaviours that can be monitored, measured and managed. Drawing from the author's seminar programme, this title provides readers with a system for building and sustaining customer service. Num Pages: 192 pages, black & white illustrations. BIC Classification: KJSU. Category: (P) Professional & Vocational. Dimension: 266 x 188 x 18. Weight in Grams: 540.
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 serviceas defined by the customerand 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, ... Read more
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 serviceas defined by the customerand 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, ... Read more
Product Details
Format
Hardback
Publication date
2000
Publisher
John Wiley & Sons Inc
Number of pages
192
Condition
New
Number of Pages
192
Place of Publication
New York, United States
ISBN
9780787951399
SKU
V9780787951399
Shipping Time
Usually ships in 7 to 11 working days
Ref
99-50
About Gary S. Goodman
GARY S. GOODMAN is an internationally recognized innovator in customer service, sales, and telemarketing who consults for a number of Fortune 500 companies including Xerox, Polaroid, and Kraft General Foods. He is also a best-selling author of twelve books and president of The Goodman Organization, a consulting firm based in GlAndale, California.
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