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Cook, Sarah 1955-

Measuring Customer Service Effectiveness Sarah Cook - 1 recurso en línea ilustraciones

Incluye referencias bibliográficas e índice

The business case for measurement -- Preparating to measure customer service -- Qualitative customer service measurement methods -- Quantitative research methods -- Measuring internal service quality -- Benchmarking -- Analysing and communicating the results -- Acting on results.

ISBN: 9781315249421

LCCN: 2004007805

Subjects--Topical Terms:
Servicio al cliente--Control de calidad

LC Class. No.: HF5415.5 / .C66 2017 EB