Gourmet Customer Service: A Scientific Approach to Improving the Caller Experience

Just as most people think they are above-average drivers, most companies believe they provide good customer service. Most customers, however, see the overall quality of customer service as leaving much to be desired.

Gourmet Customer Service outlines an approach using data-gathering, experimentation, and validation to achieve continual improvement in the quality of customer service. Good customer service isn't always expensive, and this book will show you how to both provide superior service and save money.