[PDF.07zv] Monitoring, Measuring, and Managing Customer Service

Monitoring, Measuring, and Managing Customer Service

[PDF.rz66] Monitoring, Measuring, and Managing Customer Service

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 | #3168209 in eBooks |  2007-12-10 |  2007-12-10 | File type: PDF

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||25 of 26 people found the following review helpful.| Focused specifically on call center management|By Steve Long, Ph.D.|Goodman's book provides a wealth of information for managing a customer service call center. While some of the content may be transferable to other customer service settings, the majority of the book is directed soley at call center issues, such as telephone skills, call monitoring, etc. I would recommend|.com |People always remember the times they encounter great service, as well as those encounters that aren't especially pleasant. In Monitoring, Measuring & Managing Customer Service, Fortune 500 consultant Gary Goodman offers advice for ensuring custome

Excellent customer service does not come about by accident. It is a learnable set of behaviors that can be monitored, measured, and managed. Drawing from his highly successful seminars and training programs, Gary S. Goodman presents a surefire system for building a first-class customer service department. Goodman identifies the behaviors that constitute top-level service, examines the results that kind of service produces, and shows how to measure it in terms of daily cu...

You easily download any file type for your gadget.Monitoring, Measuring, and Managing Customer Service   |  Gary S. Goodman. A good, fresh read, highly recommended.

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