From the Book - Second edition
Understanding ends and means
A look in the library mirror
"Your mission, should you choose to accept it"
Measuring and evaluating the components of service quality
What can go wrong with numbers?
Managing the three C's (comments, complaints, and compliments)
Listening to customers through surveys
Listening to customers through focus group interviews
Customer-related indicators and requirements
Satisfaction and service quality : separate but intertwined
Interpreting findings to improve customer service
Embracing change-continuous improvement.
From the Book - Third edition.
Understanding ends and means
A look in the library mirror
"Your mission, should you choose to accept it..."
Measuring and evaluating the components of high-quality service
What can go wrong with numbers?
Different ways of listening to customers
Managing the three Cs (comments, complaints, and compliments)
Listening through surveys
Listening through focus group interviews
Customer-related metrics and requirements
Satisfaction and service quality : separate but intertwined
Interpreting findings to improve customer service
Embracing change-continuous improvement.