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Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results. The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them. Utilising her consultancy experiences the author has ensured that there is plenty of ready-to-use materials to enable you to start measuring your own organisation's service effectiveness straight away.
This publication focuses on continual service improvement (CSI) from both an IT service and IT service management perspective. It introduces the concept of CSI at a high level and defines its value before describing common methods and techniques. The guidance is written for managers and practitioners at all levels.
'It contains an impressive array of important and useful material that should be familiar to anyone interested in economic growth and change. . . the potential value to be gained from these collected works is great.' – James E. Pratt, Growth and Change Service activities are now acknowledged as key players in economic development, societal change and public policy worldwide. This exciting Handbook not only contributes to ongoing conceptual debates about the nature of service-led economies and societies; it also pushes back the frontiers of current critical thinking about the role of service activities in urban and regional development and the important research agendas that remain to be addressed. Drawing on both theory and case studies, the contributors are international experts who have written original and stimulating chapters from a number of different disciplinary perspectives. Each chapter seeks to raise awareness of, and to provoke debates about, the opportunities and challenges presented by the shift to service employment. Providing a truly interdisciplinary analysis, The Handbook of Service Industries will be invaluable to scholars specializing in services research, as well as students and researchers in the areas of economics, geography, business and management, sociology, public policy and planning. The policy-making community will also find the Handbook a relevant and useful resource.
Providing the knowledge needed to complete the qualification, this textbook takes candidates through the five mandatory and three optional units of this award.
U.S. exports of financial, entertainment, architectural, accounting, computer, and other services have more than doubled in the last seven years. Specifically addressing the needs of service exporters, this book covers issues such as marketing services vs. merchandise, market research, export financing, international payments, breaking trade barriers, and more. Also included is a series of 20 industry-specific articles that give the how-to and where-to for exporting specific services.
This text provides an overview of the characteristics and underlying principles of delivering services in today's marketplace, and places these issues in the context of the frameworks and activities of various types of organization, such as financial services, tourism, charities and museums.