Monitoring, Measuring, and Managing Customer Service

by Gary S. Goodman

Book Overview

Erstklassiger Customer Service ist kein Zufall! Er la't sich erlernen, uberwachen, messen und managen. Ausgehend von dem erfolgreichen Seminarprogramm des Autors, bietet dieses Buch eine systematische Anleitung, wie Sie einen Customer Service von hohem Qualitatsniveau aufbauen und aufrechterhalten.
Untersucht werden Beispiele von hervorragendem Customer Service, um aufzuzeigen, was im einzelnen geschieht und wie diese Situation wiederholt werden...

• Format: Hardcover
• Language: English
• ISBN: 0787951390
• ISBN13: 9780787951399
• Release Date: May 2000
• Publisher: Jossey-Bass
• Length: 192 Pages
• Weight: 1.30 lbs.
• Dimensions: 0.9" x 8.2" x 9.5"

Customer Reviews

Monitoring and evaluating Customer Service in detail!

At a Call Center environment the Customers Service Representatives (CSR) are measured thru two main factors: Productivity and Quality. This books relates about CSR Quality and how to measure it. Mr. Berry's teach the reader what's the meaning of each evaluated aspect, like: Pitch, professionalism, courtesy, empathy and much more. When you give feedback to a CSR the most important is define with precision the boundaries of these factors. When I was a newcomer in Call Centres Quality Assurance, this book was like an angel and I could established a QA Evaluating Form since the first read pages. This is not a theory book this is a very practical one!Even though this is a must-consult book, I highly recommend it to Quality Managers and Analyst who are starting their careers in a Call Center and have to face a CSR for coaching purposes. For those who are pro's this book must be in their "favourites always consulted" bookshelves.

Best Customer Service Management Books I have EVER Read!

I have read a lot of books on Management, Customer Service and Call Center Management. This is by far the best. This book gives step by step easy to follow instructions on how to hire the right people and create an excellent training program. The sections on monitoring and measuring service will help you take the mystery out of getting tangible data to evaluate your team.If you want to know that your customer's are satisfied at the end of every call read this book!