[PDF.49oe] Monitoring, Measuring, and Managing Customer Service

Monitoring, Measuring, and Managing Customer Service

[PDF.wr64] Monitoring, Measuring, and Managing Customer Service

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#3382178 in eBooks 2007-12-10 2007-12-10File Name: B0014D2DNE25 of 26 people found the following review helpful. Focused specifically on call center managementBy Steve Long, Ph.D.Goodman's book provides a wealth of information for managing a customer service call center. While some of the content may be transferable to other customer service settings, the majority of the book is directed soley at call center issues, such as telephone skills, call monitoring, etc. I would recommend the book only if you are managing a customer service call center.8 of.com People always remember the times they encounter great service, as well as those encounters that aren't especially pleasant. In Monitoring, Measuring Managing Customer Service, Fortune 500 consultant Gary Goodman offers advice for ensuring customers recall the former rather than the latter wheExcellent 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 p...

You easily download any file type for your gadget.Monitoring, Measuring, and Managing Customer Service   |  . I was recommended this book by a dear friend of mine.

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