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Measuring customer service effectiveness is essential yet challenging due to its intangible and personal nature. This guide offers practical insights into assessing both external and internal service delivery, aiming to meet and exceed customer expectations. It outlines a comprehensive measurement process, from preparation to result management, and explores various techniques for evaluation. Drawing from her consultancy experience, the author provides ready-to-use materials, enabling organizations to start measuring service effectiveness immediately.
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Measuring Customer Service Effectiveness, Sarah Cook
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- 2017
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