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Synopsis
This reference explains the rationale behind measuring service effectiveness and covers the measurement process from preparation to managing the results. Cook discusses methods of gaining quantitative and qualitative research data from customers, measuring internal customer service, benchmarking and analyzing measurement results. She concludes with suggestions for responding to the results. Each chapter ends with a checklist to help the reader assess the actions needed to implement the methods explained. The text includes assessment questionnaires, sample comment cards and a list of recommended reading. Annotation ©2004 Book News, Inc., Portland, OR