Compendium of Customer Service Questionnaires and Inventories
Gower Publishing Ltd (Verlag)
978-0-566-08428-7 (ISBN)
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When it comes to customer service, actions speak louder than words. You may acknowledge the importance of customer service, but to what extent do the attitude, behaviour and skills of your people mirror or contradict this? Sarah Cook's "Compendium of Customer Service Questionnaires and Inventories" aims to enable you to assess different aspects of your service culture. The variety of questionnaires, inventories and other instruments covers: culture audits; customer handling skills and behaviour; customer service personal development tools; customer service leadership and management; employee measurement; external customer measurement; internal customer awareness; service improvement tools.
Assess your organisation's customer orientation; Assess the quality of your customer feedback; Barriers to effective customer service; Benchmarking checklist; Checklist for designing effective customer surveys; Coaching for customer service; Competitive comparison; Contact centre performance measures; Creating rapport with the customer; Customer face to face handling skills; Customer feedback - service providers; Customer relationship feedback; Customer relationship management; Customer service competencies; Customer service management; Customer service on the telephone; Employee attitude survey; Employee satisfaction survey; Empowered service leadership; Exceeding customer expectations; Five star service; Handling customer complaints; How assertively do you deal with customers?; How customer focused are you?; How customer focused is your team?; How internally customer focused are you?; How well do you serve your internal customer?; Improving internal processes; Internal customer service; Internal customer service - departmental feedback; Listening skills; Managing customer expectations; Partnering; Positive customer language; Process improvement checklist; Problem solving and decision making; Questioning style; Rate your customer handling skills and qualities; Recognition and reward; Recruiting new service employees; Service leadership checklist; Service level agreement checklist; Service recovery checklist; Stress management; Telephone skills observer's assessment; Using emotional intelligence to serve the customer; Written customer communication. Recommended reading in customer service.
| Erscheint lt. Verlag | 26.11.2002 |
|---|---|
| Sprache | englisch |
| Maße | 210 x 297 mm |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb |
| ISBN-10 | 0-566-08428-7 / 0566084287 |
| ISBN-13 | 978-0-566-08428-7 / 9780566084287 |
| Zustand | Neuware |
| Informationen gemäß Produktsicherheitsverordnung (GPSR) | |
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