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Managing Knock Your Socks Off Service, 3rd Edition by John Bush, Ron Zemke, Chip R. Bell

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13

Measure and Manage from the Customer’s Point of View

The four most important words in service quality are: measure, measure, measure, and measure.

—Ken Dagley

President, Australian Customer Service Association

Regardless of the business you are in and the size of your operation, measure you must! A commitment to service quality without a commitment to standards and measurement is a dedication to lip service, not customer service. Standards and measurement are critical to the smooth functioning—and improvement—of your service delivery system. While measurements come in many forms and serve different purposes, all share the same goal—creating a trusted guidance system for managers’ decision making.

A common denominator among companies with ...

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