Monitoring, measuring, and managing customer service

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Title:

Monitoring, measuring, and managing customer service

Author:

Goodman, Gary S.

ISBN:

9780787951399

Personal Author:

Goodman, Gary S.

Edition:

1st ed.

Publication Information:

San Francisco : Jossey-Bass, c2000.

Physical Description:

xiii, 166 p. ; 25 cm.

General Note:

Includes index.

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, Supervisors, and Customer Service Managers -- 6. Recruiting, Motivating, and Retaining Quality Customer Service People -- 7. Making a Corporate Commitment to First-Class Customer Service.

Abstract:

"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 at Xerox, Polaroid, DuPont, and other top companies, Goodman shows managers how to train their reps to replicate a well-thought-out and highly productive service routine, in person and over the telephone."--BOOK JACKET.

Subject Term:

Customer services -- Quality control -- Handbooks, manuals, etc.

Customer services -- Evaluation -- Handbooks, manuals, etc.

Customer services -- Management -- Handbooks, manuals, etc.

Electronic Access:

Table of contents http://www.loc.gov/catdir/toc/wiley021/00025368.html
Publisher description http://www.loc.gov/catdir/description/wiley037/00025368.html

Copies:

Available:*

Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:IIEMSA	1:GEN-BOOK	33168015727536	658.812 G653M 2000	1	Searching... Unknown

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Summary

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.