Customer Services and CSAT analysis: A measurement analysis procedure for services continuity

Every service organization needs to be matured enough to serve to the customers on long term to sustain their business.

But when they continue Vendor and Customer relationship, there are some process steps need to be followed for the resolution of the issues raised by the customer.

The vendor's internal and external teams issues need to be analyzed to find the root causes.

At the same time if the customer raised unnecessary issues, one need to be in a capable position to educate the customer and identify the root cause within the customer area and work closely to resolve by their team or stakeholders.

This short book follows a process by denoting the solutions with the relevant process steps; on how to run the CS business smoothly with the customers and their stakeholders. At the same time how to attend to the issues within the vendor teams also from the issues received through CSAT.

There are workflow charts also drawn for easy understanding.

Table of contents:
Chapter1: Customer Service introduction
Chapter2: Measuring the customer services
Chapter3: Quality of Services [QOS]
Chapter4: The workflow in QOS
Chapter5: Measuring Internal performance
Chapter6: Questions for performance measurement
Chapter7: Customer stakeholder issues
Chapter8: Customer stakeholders classification
Chapter9: Customer’s issues analysis