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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
For example, when developing a list of metrics to be included
on your dashboard, ask the question: Does the organization
have clear service standards, policies, and procedures that
promote partnership between and among units, not just good
teamwork within units? Without any cross-unit service met-
rics, it’s difficult to get early warning on the emergence of
“silo” thinking that can prevent the kind of seamless, easy-to-
do-business with service delivery that creates loyal customers.
Every service dashboard should include four types of
metrics, Patterson says:
1. Course metrics assess whether the organization is “on
course” or is pursuing the direction intended. Typical cus-
tomer service course metrics might include quantitative mea-
sures like number ...
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Publisher Resources

ISBN: 9780814473689