Delivering and measuring customer service
Subtitle: this isn't rocket surgery! : practical reflections on the most important thing your business can do
By: Richard D. Hanks
Edition: 2nd ed.
Publisher: Duff Road Endeavors
Published: 2010
Place of publication: Salt Lake City, Utah
Language: eng
Number of pages: 204
ISBN-13: 9780578046044
Subjects: Customer services
Notes: "Including updates on social media, EFM, and ROI." -- Cover.

Includes bibliographical references (p. 197-199) and index.
Table of contents: title: I. General overview; title: Loyalty and measurement; title: Customer expectations; title: The actual customer experience; title: Results: why do this?; title: Focusing on the basics; title: Loyalty : wallet, mind, and mouth; title: How strong is your resolve; title: II. Cultural catalysts of service; title: It's about customers, not you!; title: Service : attitude, process, and skills; title: Time in the trenches; title: Dealing with mistakes; title: Becoming the customer champion; title: Take no shortcuts; title: III. Gathering customer experience feedback; title: Performance measurement methods; title: What to measure?; title: Surveys: methods and timing; title: Surveys : invitations, design, and volume; title: Social media; title: EFM: bringing it all together; title: Continuous quality improvement; title: IV. Analyzing the results; title: Turning data into useful information; title: V. Using customer feedback to improve; title: Speed and responsiveness!; title: Operations improvement through customer involvement; title: In the details; title: Reducing internal variation; title: Utilizing positive feedback; title: The balanced scorecard; title: Using customer feedback for marketing; title: Ensuring all units participate; title: VI. Customer recovery and follow-up; title: Recovering lost customers!; title: Cleaning up mistakes; title: Helping difficult customers; title: Customer relations departments; title: VII. Tips and tricks; title: Setting appropriate goals; title: Measuring the total experience; title: Managing the evidence; title: Practical, tactical, useful!; title: Measuring the ROI (return on investment); title: Elusive results?; title: Front-line employee impact; title: Making hard decisions.