MEASURING AND MANAGING CUSTOMER SATISFACTION

Customer service is what makes or breaks a company in today's marketplace. Managers need to hire the right people, give them the right systems, and train them to attend to customers and recognize their needs. Measuring and Managing Customer Satisfaction is intended for companies with limited staffs to design and implement an effective customer assessment system. Kessler takes the reader through all stages of measuring customer satisfaction so they devise a rigorous, yet simple system that draws input from many sources. The book takes a step-by-step approach to planning, implementing and getting results from a customer service strategy. The "Tool Tip" section provides a ready reference on how to use the tools and includes: Customer satisfaction surveys; Focus groups; lost customer and transaction surveys; analysis and synthesis methods.