Monitoring, Measuring, & Managing Customer Service

Monitoring, Measuring, & Managing Customer Service
Average customer rating:

Monitoring and evaluating Customer Service in detail!

Best Customer Service Management Books I have EVER Read!

Focused specifically on call center management

Monitoring, Measuring, & Managing Customer Service
Gary S., PhD Goodman , and Gary S. Goodman
Manufacturer: Jossey-Bass
ProductGroup: Book
Binding: Hardcover

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ASIN: 0787951390

Amazon.com

People always remember the times they encounter great service, as well as those encounters that aren't especially pleasant. In Monitoring, Measuring & Managing Customer Service, Fortune 500 consultant Gary Goodman offers advice for ensuring customers recall the former rather than the latter when they think of your company. "Excellence in customer service doesn't come about accidentally," he writes at the outset. He then outlines the basic ingredients that make it an "everyday experience" over the telephone or in person--factors such as an eagerness to solve problems, delivery of performance or satisfaction guarantees, and presentation of unexpected extras. Goodman spells out specific ways to foster such proactive behavior among your work force, along with practical methods that measure their effectiveness. His tips include explicit suggestions for improving communication (i.e., have voice tones crest rather than decline, make sure pronunciation is clear, use "active listening" techniques); checking up on employee conduct (through techniques like customer surveys and direct observation, with the pros and cons of each process examined); and gauging the ultimate effectiveness of these efforts (through detailed assessment procedures for employees, team leaders, and managers). --Howard Rothman

Book Description

Excellent customer service does not come about by accident. It is a learnable set of behaviors that can be monitored, measured, and managed. Drawing from his highly successful seminars and training programs, Gary S. Goodman presents a surefire system for building a first-class customer service department. Goodman identifies the behaviors that constitute top-level service, examines the results that kind of service produces, and shows how to measure it in terms of daily customer satisfaction. He provides managers with specific guidelines for developing, sustaining, and rewarding high levels of service from their customer service reps--with emphasis on telephone contact, the primary link to customers for most companies.

Customer Reviews:

Monitoring and evaluating Customer Service in detail!.......2003-03-31

At a Call Center environment the Customers Service Representatives (CSR) are measured thru two main factors: Productivity and Quality. This books relates about CSR Quality and how to measure it. Mr. Berry's teach the reader what's the meaning of each evaluated aspect, like: Pitch, professionalism, courtesy, empathy and much more. When you give feedback to a CSR the most important is define with precision the boundaries of these factors.

When I was a newcomer in Call Centres Quality Assurance, this book was like an angel and I could established a QA Evaluating Form since the first read pages. This is not a theory book this is a very practical one!

Even though this is a must-consult book, I highly recommend it to Quality Managers and Analyst who are starting their careers in a Call Center and have to face a CSR for coaching purposes. For those who are pro's this book must be in their "favourites always consulted" bookshelves.

Best Customer Service Management Books I have EVER Read!.......2000-07-20

I have read a lot of books on Management, Customer Service and Call Center Management. This is by far the best.

This book gives step by step easy to follow instructions on how to hire the right people and create an excellent training program. The sections on monitoring and measuring service will help you take the mystery out of getting tangible data to evaluate your team.

If you want to know that your customer's are satisfied at the end of every call read this book!

Focused specifically on call center management.......2000-06-21

Goodman's book provides a wealth of information for managing a customer service call center. While some of the content may be transferable to other customer service settings, the majority of the book is directed soley at call center issues, such as telephone skills, call monitoring, etc. I would recommend the book only if you are managing a customer service call center.

Operations Management: Meeting Customer's Demands with Student CD-ROM

Average customer rating:

The best general undergraduate treatment of operations management-4.5 stars
Mixed - good survey and quan, weaker on soft subjects
Highly over-rated . Full of fluff

Operations Management: Meeting Customer's Demands with Student CD-ROM
Edward M Knod , and Richard Schonberger
Manufacturer: McGraw-Hill/Irwin
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ASIN: 0072460504

Book Description

This text provides a survey of the most innovative techniques and methods for managing operations in services and manufacturing. It presents all concepts with a real-world perspective based on the extensive global consulting work of the lead author, Dick Schonberger. This text is unique due to its customer-focused approach. Using the authors 15 principles as a framework for organizing the text This text stresses teamwork, quality, and customer service in both manufacturing and services, as well as traditional topics such as product and service design, purchasing, inventory, location and layout, and scheduling are also included. Quantitative coverage is de-emphasized.

Customer Reviews:

The best general undergraduate treatment of operations management-4.5 stars.......2006-01-26

Knod and Schonberger have written the best general text available on production/operations management at the undergraduate level.The text has very good chapters on Capacity Planning(aggregate capacity planning),Scheduling,Design(reliability and serviceability),Quality and process control(especially pp.318-322 on mean and range charts and pp.327-330 on process capability analysis),Inventory control,Timing(waiting lines and queues),and PERT.A minor weakness is that a discussion of the use of the Beta distribution in PERT analysis is omitted from the book.Anyone who covers this book throughly will be very well prepared to take senior level undergraduate courses and graduate level courses in operations management.

Mixed - good survey and quan, weaker on soft subjects.......1999-01-06

Fairly good survey book. Having an undergrad operations background, I found this book mirrored the strengths and weaknesses of a more detailed operations curriculum. Book is best in framework and quantitative model overviews, weaker on softer subjects like staffing, project management, & holistic quality.

Highly over-rated . Full of fluff.......1997-10-22

If your MBA professor offers Schonberger as the answer to 21st Century Operations Management, seek a transfer quick. Obsessed with a touchy-feeling "quality paradigm", there is not enough meat here to frighten off the most zealous vegetarian. The chapters on "managing projects" and "facilities management" are especially shallow.

Service Management: Operations, Strategy, and Information Technology with Student CD-Rom Mandatory Package

Average customer rating:

Melhor de melhores...
I've never read a book that sucks more than this one does
Its implementable, I used it so much it needed recovering

Service Management: Operations, Strategy, and Information Technology with Student CD-Rom Mandatory Package
James A Fitzsimmons , and Mona J Fitzsimmons
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Book Description

Service Management is the best-selling text in this market and includes compelling and current examples from the field of technology. The text has extensive coverage on global operations, and the need for continuous improvement in quality and productivity in the service industry. Service Management also does an excellent job of demonstrating how crucial functional areas of an organization such as marketing, strategic issues, operations and human behavior impact effective service management.

Customer Reviews:

Melhor de melhores..........2004-11-08

O livro do Fitzsimmons é a melhor ferramenta conceptual e practica sobre gerenciamento de serviços. Sem dúvida.
El libro de Fitzsimmons es la mejor herramienta conceptual y práctica sobre gerenciamento de servicios.
O book of Fitzsimmons it's the better conceptual and practical tool about services management I've ever seen.
Jorge P. Aldrovandi
Fortaleza / Ceará / Brasil

I've never read a book that sucks more than this one does.......2003-12-08

Pointless formulas, impossible to find actual definitions, book is full of outdated real world references (ex: referring to online purchasing as a new fangled idea). I've never been so confused by a text in my life. I DO NOT recommend this book. It was a required text for my service management class and NOBODY was happy with the text. It almost annoyingly uses Texas as a reference for nearly all analogies. The only thing good about it was how highly it spoke of Amazon.com!

Its implementable, I used it so much it needed recovering.......1999-07-21

This is not the first services management Text I have read or the First Management text. The imposed shake up in the health professions has created a need to take on new learnings in a discipline I was not used too. However as I read I was able to understand and classify services. The wholistic view given in the first chapters allowed me to define my purpose and mission, define the characteristics and benefits of my service and create a service package. I was able to apply this through the service concept and focus on my delivery system creating a strategic plan centered around my clients. Its chapeters on quality allowed me to understand the concept of quality its content and purpose in respect of my business and implement a quality plan. It shed new light on the interactions between employees, organisations and clients. This allowed me to create strategies to improve employee satisfaction. The chapters on The physical facitity allowed me to redesign the physical environment of my service,improving employee and customer satisfaction. Capacity and demand and the handling of waiting times, is so important and the book takes time on these subjects. Conceptualy I was able to design and develope a service reflecting the type and standard of service I was in. This would not have been possible without the background theory, models and formulae supplied by the authors. They package their message in a form I understood. The models and diagrams are particularly good as are the referencing. Although the case studies weren't that relevant as I had my own organisation to test the readings on I still feel they would be valuable to the aspiring student, and it has changed forever my perception of the service encounter both as supplier and participant. The chapters and pieces on IT were important and its role in customisation of services and identifying added value areas and potential new markets are not to be missed.

Book Description

This essential resource shows how to effectively organize, implement, and evaluate health programs and projects. Managing Health Programs and Projects clearly defines and describes the work of managers in health programs and projects. The book explores the decision-making process, defines the process of communicating, probes the fundamentals of program planning, explains budgeting, covers staffing for programs and projects, and explains how leaders motivate participants in health programs and projects.

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Managing Customer Value: Creating Quality and Service That Customers Can See

Average customer rating:

Still highly relevant today
If you need tools...
Practical and Useful

Managing Customer Value: Creating Quality and Service That Customers Can See
Bradley Gale
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ASIN: 0029110459

Book Description

Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards," according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality" -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments.

Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, "market-perceived quality versus competitors" and aspire to an emerging fourth stage, "true strategic management." Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "war room wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management.

The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.

Customer Reviews:

Still highly relevant today.......2005-03-11

Managing Customer Value presents a simple yet powerful method to determine where your product falls relative to the competition with respect to quality and value. This exercise alone will most likely be an eye opener for any business. The book then provides the necessary steps that must be taken to shift the location of a product on the quality/value curve. Managing Customer Value is still highly relevant and best of all it is not that difficult to put into practice.

If you need tools..........2002-06-24

Dr. Bradley Gale is one of the world's leading authorities on the process of Value Mapping. Value Mapping is the technique of turning customer feedback from customers into powerful management tools that point the way to improve profits. Value Mapping is an excellent approach for industrial marketers to include in their arsenal of analytical tools. This book is filled with examples and framework templates that show you how to do it. The key for those of us in industrial marketing is getting the customer data. It's usually more difficult in industry, and there is often low or no funding available for market research. Once your company decides to stop "flying blind" this book can be exceedingly valuable as a handbook that covers to do with the information.

Prentis Hall
President
The Industrial Marketing Practice Association...

Practical and Useful.......2000-05-28

This book has much to recommend it - readable yet with somewhat of a quantitative approach to finding better ways to deliver value to customers.

Its' real worth is that it takes a view that requires the inclusion of the needs of the customer in the process of strategy development.

Too many books describe a process to improve the product or the supply chain without asking the most critical question - will anyone actually pay us for making these changes ?

If it has a (slight) shortfall, the book does not apply the same detail to integrating the needs of the customer to the decision making process. However, this is overcome by the sound way in which Gale seeks to assist us in finding ways to drive value for the customer.

Worth the investment - it does require some effort to read, but most worthwhile books are like that.

Managing Quality Customer Service (A Fifty-Minute Series Book)
Average customer rating:
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Managing to Keep the Customer: How to Achieve and Maintain Superior Customer Service Throughout the Organization (Jossey Bass Business and Management Series)

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Managing to Keep the Customer: How to Achieve and Maintain Superior Customer Service Throughout the Organization (Jossey Bass Business and Management Series)
Robert L. Desatnick , and Denis H. Detzel
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Provides a blueprint for building and maintaining a total organizational commitment to greater customer satisfaction. Examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies offer an inside look at the training and management practices of seventeen companies noted for superior service. Describes how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer.

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