Measuring Customer Service Effectiveness
Auteur : Cook Sarah
Date de parution : 10-2004
17.4x24.6 cm
Date de parution : 03-2017
17.4x24.6 cm
Thèmes de Measuring Customer Service Effectiveness :
Mots-clés :
Customer Service Measurement; measurement; Measure Service Effectiveness; focus; Customer Focus Group; groups; Customer Comment Cards; Employee Attitude Survey; Internal Service Quality; External Service Quality; Service Profit Chain; Improvement Action Plan; Harvard Business School Press; Balanced Score Card; UK Publisher; Customer Service Questionnaires; Sarah Cook; Service Level Agreements; Retail Operations Managers; External Service Delivery; Mystery Shopping; Beacon Scheme; Performance Management Cycle; EFQM Excellence Model; Played Back; RACI Diagram; Business Excellence; Charter Mark