Measuring customer service effectiveness:
"Sarah Cook's guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results."--BOOK JACKET.
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Aldershot u.a.
Gower
2004
|
| Schlagworte: | |
| Online-Zugang: | Table of contents Inhaltsverzeichnis |
| Zusammenfassung: | "Sarah Cook's guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results."--BOOK JACKET. |
| Beschreibung: | Includes bibliographical references and index Erscheint: August 2004 |
| Beschreibung: | VIII, 160 S. Ill. |
| ISBN: | 0566085380 |
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Datensatz im Suchindex
| _version_ | 1804133037758218240 |
|---|---|
| adam_text | Contents
ListofFigures vii
Introduction ix
Acknowledgements xi
1 The Business Case for Measurement 1
Return on investment in customer Service Measurement and Service strategy
What to measure Timing your measurement Assess your current approach to
customer Service management
2 Preparing to Measure Customer Service 13
Key questions to ask in the planning and preparation phase Choosing the
correct audience Selecting the best measurement techniques Determining
sample size Assess your current approach to preparing to measure customer
service
3 Qualitative Customer Service Measurement Methods 29
Exploratory research and its benefits Customer focus groups One to one
in depth interviews Other methods of qualitative research Assess your current
approach to using qualitative customer measurement methods
4 Quantitative Research Methods 43
Designing a questionnaire Postal and email questionnaires and surveys
Telephone surveys Face to face structured interviews Customer comment
cards and Suggestion schemes Mystery Shopping Analysis of complaints
and compliments Observation Assess your current approach to using
quantitative customer service measurement methods
5 Measuring Internal Service Quality 69
What is internal service quality? Measuring individual service orientation
Measuring departmental service quality Measuring organisational service
quality Assess your current approach to measuring internal service
quality
6 Benchmarking
What is benchmarking? The benchmarking process Other modeis and
approaches that help measure customer service Benchmarking organisations
Assess your current approach to benchmarking
vi Contents
7 Analysing and Communicating the Results 111
Analysing customer service measurement results Presenting results Priorities
for improvement Problem solving tools Improvment action planning
Assess your current approach to analysing and communicating results
8 Acting on Results 133
A holistic approach Vision and values Strategy and structure Service
leadership Competencies and training and development Service Standards
and service level agreements Process improvement Service improvement
teams Reward and recognition Sustaining a customer focus Assess your
current approach to acting on results of internal and external customer feedback
Recommended Reading 153
Index 157
List ofFigures
1.1 The process of customer Service measurement 2
1.2 Measurement and Service strategy 2
1.3 Vision, strategy, values, results 4
1.4 External and internal service and growth 5
1.5 Creating profit and growth 7
1.6 Comparison between top and bottom dealerships 8
2.1 Stakeholder map 15
2.2 Segmenting your market 16
2.3 Example of RACI diagram 17
2.4 Average score does not teil the whole truth 22
2.5 Distribution curve 23
2.6 Example of Standard deviation 23
3.1 Exampleof focus group letter of invitation 31
4.1 Training customer satisfaction levels 44
4.2 Training customer expectations versus satisfaction levels 45
4.3 Differences between 10 and 5 point scales 53
4.4 Questionnaire using 1 to 10 rating scale and assessing satisfaction 53
4.5 Example of dental practice postal questionnaire using a Likert scale 54
4.6 Part of a survey using multiple choice questions 55
4.7 Postal survey using open questions 56
4.8 Survey using a biased response scale 5 7
4.9 The European Conference on Customer Management s invitation to online
survey 57
4.10 Example of introduction to telephone survey 59
4.11 Example of comment card 61
4.12 Example of introduction to comment card 62
4.13 Example of criteria for a retail mystery shop 62
4.14 Questions about complaints contained in a postal survey 64
4.15 Example of Landmark s proactive approach 65
5.1 Internal and external service quality 69
5.2 Each function provides a service to others 70
5.3 Inverting the organisational pyramid 71
5.4 Example of part of a set of customer focus competencies 72
5.5 Example of evidence based questions used when recruiting service providers 73
5.6 Customer service objective and Steps to achieve it 74
5.7 Balanced scorecard 74
5.8 Performance management cycle 75
5.9 360° feedback 76
viii List of Figures
5.10 Exampleofa360°questionnaire 77
5.11 Part of internal departmental online survey 80
5.12 Internal survey relating to Service Standards 81
5.13 Internal service quality and employee satisfaction and retention 82
5.14 Example of employee attitude survey 84
5.15 Example of employee satisfaction survey 86
5.16 Example of culture audit 89
6.1 Six steps in the benchmarking process 97
6.2 Benchmarking comparisons 98
6.3 The EFQM Excellence Model 100
6.4 The Six Sigma improvement process 104
6.5 Applying ISO 9000 105
7.1 Percentage of calls answered within three rings by day of the week 113
7.2 Length of gym membershipin years 115
7.3 Damage to cars in delivery 116
7.4 Gap analysis customer expectations versus satisfaction levels 118
7.5 The four box decision model 119
7.6 Four stage process for problem solving 120
7.7 Example of cause and effect diagram 121
7.8 Example of cause and consequence diagram 122
7.9 Example of paired choice matrix for options to improve service 125
7.10 Example of criteria matrix 126
7.11 Example of solution effect analysis 127
7.12 Example of force field analysis for introducing quality audits in a call centre 127
7.13 Example of customer care improvement action plan 128
7.14 Example of Communications action plan 129
8.1 The service excellence wheel 134
8.2 Vision, strategy, values, results diamond 135
8.3 Example of one department s service Standards 137
8.4 The process for setting Standards 138
8.5 Example of simple service level agreement 139
8.6 Process for developing a service level agreement 140
8.7 A process 141
8.8 Steps in the brown field improvement process 142
8.9 Example of existing brown field process for a medical affairs manager (MAM) 142
8.10 Example of improved brown field process for a medical affairs manager (MAM) 143
8.11 Current process 144
8.12 Green field process 145
8.13 Reactions to change 148
|
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| contents | The business case for measurement -- Preparation for measurement -- Qualitative customer service measurement methods -- Quantitative research methods -- Measuring internal customer service -- Benchmarking -- Analysing and communicating the results -- Acting on results. |
| ctrlnum | (OCoLC)54929748 (DE-599)BVBBV019658995 |
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| title | Measuring customer service effectiveness |
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