Skip to Main Content
Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
book

Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski

by Chip R. Bell, Ron Zemke
May 2007
Intermediate to advanced content levelIntermediate to advanced
231 pages
5h 8m
English
AMACOM
Content preview from Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
15
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 op-
eration, 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 im-
provement—of your service delivery system. While measure-
ments 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 reputa-
tions ...
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Start your free trial

You might also like

Managing Knock Your Socks Off Service, 3rd Edition

Managing Knock Your Socks Off Service, 3rd Edition

Chip R. Bell, Ron Zemke, John Bush
IBM InfoSphere Streams: Assembling Continuous Insight in the Information Revolution

IBM InfoSphere Streams: Assembling Continuous Insight in the Information Revolution

Chuck Ballard, Kevin Foster, Andy Frenkiel, Bugra Gedik, Michael P. Koranda, Senthil Nathan, Deepak Rajan, Roger Rea, Mike Spicer, Brian Williams, Vitali N. Zoubov
Contextual Pricing: The Death of List Price and the New Market Reality

Contextual Pricing: The Death of List Price and the New Market Reality

Robert Docters, Michael Barzelay, John G. Hanson, Cecilia Nguyen

Publisher Resources

ISBN: 9780814473689