Duration:
Self-study or classroom training
Description:
The 50-Minute Manager Series was designed to cover critical business and professional development topics in the shortest time possible. Our easy-to-read,
easy-to-understand format can be used for self-study or classroom training, or even office training. With a wealth of hands-on exercises, the 50-Minute
books keep you engaged and help you retain critical skills.
After completing this course, you will have the critical skills to recognize, reward, and reinforce top-quality service performance, close the gaps between
customer expectations and service performance, use customer feedback to improve products and services, and stay competitive in any industry. Everyone is
aware of the importance of satisfying customers, however, how do you measure their satisfaction? This book walks you through measuring quality and customer
satisfaction by teaching you what to measure, when to measure it, how to measure it, how to analyze the data, and what to do with your results. Employees
from all parts of an organization will benefit from this knowledge, from the business owner to the front-line supervisor to the customer contact employee.
Table of Contents:
Introduction
Part 1: Customer Satisfaction
What Is Customer Satisfaction?
The Costs of Poor Service and Poor Quality
Developing a Customer Service System
Five Techniques to Implement Superior Service Quality
Part 2: Measuring Quality and Customer Satisfaction
Why We Measure Quality and Customer Satisfaction
The Benefits of Measuring Quality and Customer Satisfaction
Tools for Measuring Quality
Other Measurement Techniques
The Why and How of Quality Improvement and Customer Satisfaction
One Last Thought About Measuring Quality
Part 3: Researching Customer Satisfaction
Research Methods
Data Collection Techniques
Summary of Customer Satisfaction Measurement Techniques
Analyzing Results and Following Up
Part 4: Managing Customer Satisfaction
Managing Service Quality and Customer Satisfaction
Managing Customer Complaints
Strategic Customer Partnerships
Part 5: Appendix: Customer Service/Satisfaction Surveys
Sample Survey
Restaurant Survey
Hospital Employee Opinion Survey
Business Office Customer Satisfaction Survey
Hotel Customer Satisfaction Survey
Other Sample Inventories
Service Rating Scale
Customer Service Inventory
Customer Satisfaction Survey