Author: Sarah Cook
Publisher: Gower Publishing Company
Pages: 160
Language: English
ISBN: 566085380
Description: A study undertaken by the Institute of Customer Service in 2001 found that those organisations with an excellent reputation in their customers eyes demonstrated a 72 per cent increase in profit per employee on a like for like basis compared with those companies with a poor reputation. They also produced a higher net margin and a higher return on total assets. Sales are the biggest measure of customer service. So how do you measure customer service and its impact on the organisation: 1. Why customer service measurement is a key component of the service strategy. 2. The service value chain and the need for internal as well as external measures. 3. Using measurement to encourage innovation and continuous improvement.
Price: $94.95
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