Monitoring, measuring, and managing customer service / Gary S. Goodman.
Monitoring, measuring, and managing customer service / Gary S. Goodman.
Monitoring, measuring, and managing customer service / Gary S. Goodman.
About this item
Full title
Author / Creator
Publisher
San Francisco : Jossey-Bass, c2000.
Call Numbers
NQ658.812/34
Record Identifier
MMS ID
Language
English
Formats
Physical Description
Physical content
xiii, 166 p. ; 25 cm.
Contents
1. How to Consistently Produce Great Customer Service -- 2. The Anatomy of Service Success: Identifying the Eighteen Communication Factors That Promote Top Customer Service -- 3. Monitoring Customer Service -- 4. Measuring Customer Service Representatives -- 5. Measuring and Managing Team Leaders, S...
Publication information
Publisher
San Francisco : Jossey-Bass, c2000.
Edition
1st ed.
Place of Publication
California
Date Published
c2000.
Subjects
More information
Scope and Contents
Summary
"In this book Goodman identifies the core behaviors that make up excellent customer service - as defined by the customer - and 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...
Alternative Titles
Full title
Monitoring, measuring, and managing customer service / Gary S. Goodman.
Authors, Artists and Contributors
Author / Creator
Notes
General note
Includes index.
Contextual Information
Date Copyright
c2000.
Related resource (online)
Other version (online)
Identifiers
Primary Identifiers
Call Numbers
NQ658.812/34
Record Identifier
74VvNjXM67GO
Permalink
https://devfeature-collection.sl.nsw.gov.au/record/74VvNjXM67GO
Other Identifiers
ISBN
0787951390 (alk. paper)
9780787951399 (alk. paper)
DDC
658.812
MMS ID
991013036609702626
