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The Forgotten Leg of Quality: Customer Service.
・ISBN 978-1-041-09531-6 paper GB£ 55.99
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| 著者・編者 | Stamatis, D. H., |
|---|---|
| シリーズ | (Practical Quality of the Future) |
| 出版社 | (CRC Press, UK) |
| 出版年月 | 2025 |
| ページ数 | 320 pp. |
| 言語 | ENG |
| ニュース番号 | ＜A04-61881＞ |
解説
This book emphasizes the importance of customer service in various industries and highlights its role in profitability. It presents numerous examples to remind leaders of the detrimental impact of neglecting customer service and the need for proactive measures.
The Forgotten Leg of Quality: Customer Service explores the link between customer service theory and real-world issues, such as dissatisfaction, failure, and cost. It highlights systemic failures caused by noncompliance with regulations and standards and provides strategies for implementing them. Methodologies and tools are provided to help improve recall rates and minimize nonconformances.
Through an analysis of customer satisfaction, this book utilizes various statistical studies and methodologies to aid customer service practitioners in enhancing their reporting and evaluation processes.