Customer Service Effectiveness Evaluation

Author: (English) S. Cook, Feng Zujun, Zhang Zhaoxia
Publisher:
Publish Date: 2005-12-01
Features: For most organizations, excellent customer service can be considered a key asset. However, how can one know whether the organization provides excellent service both internally and externally? More importantly, does the service meet and exceed customer expectations? Customer service is an intangible task—it cannot be preserved like concrete objects, yet it is directed toward real people, making its evaluation very complex and not straightforward. This book provides an in-depth and detailed explanation of the logical mechanisms for evaluating the effectiveness of internal and external services, as well as a meticulous description of the evaluation process—from preparation to result management. It also explores various tools and their usage methods for assessing service effectiveness. The author shares her hands-on experience as a consultant, so the book is rich in practical material that allows you to immediately begin evaluating the service effectiveness of your own organization.