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Full Description
This book emphasizes the importance of customer service in various industries and highlights its role in profitability. It presents numerous examples to remind leaders of the detrimental impact of neglecting customer service and the need for proactive measures.
The Forgotten Leg of Quality: Customer Service explores the link between customer service theory and real-world issues, such as dissatisfaction, failure, and cost. It highlights systemic failures caused by noncompliance with regulations and standards and provides strategies for implementing them. Methodologies and tools are provided to help improve recall rates and minimize nonconformances.
Through an analysis of customer satisfaction, this book utilizes various statistical studies and methodologies to aid customer service practitioners in enhancing their reporting and evaluation processes.
Contents
1. General Customer Service Overview Comments. 2. Characteristics of Customer Service. 3. Statistics Relating Customer Service and Satisfaction. 4. Service Strategies. 5. Economic Utility and Its Relationship to Customer Service. 6. The Role of Management in Customer Service. 7. Problem-Solving Methodology. 8. Eight Disciplines (8D). 9. Common Methodologies for Customer Service. 10. Selected Useful Methodologies That Can Help Improve Customer Service and Voice of the Customer. 11. Available Software for Customer Service.
