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.
This book emphasizes the importance of customer service in various industries, highlighting 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.
1. General Customer Service Overview Comments.
2. Characteristics of
Customer Service.
3. Statistics Relating Customer Service and Satisfaction.
4. Service Strategies.
5. Economic Utility and Its Relationship to Customer
Service.
6. The Role of Management in Customer Service.
7. Problem-Solving
Methodology.
8. Eight Disciplines (8D).
9. Common Methodologies for Customer
Service.
10. Selected Useful Methodologies That Can Help Improve Customer
Service and Voice of the Customer.
11. Available Software for Customer
Service.
D. H. Stamatis, PhD, has been an academic teacher/professor at several universities in the United States, Europe, and Asia. He taught various topics, including problem solving, team approaches, SPC, G8D, 6, statistics, reliability, quality, and several approaches to effectiveness in manufacturing/defense/service/health and educational organizations. Dr. Stamatis has written numerous articles and over 60 books dealing with general and specific issues regarding quality. He has participated in many domestic and international quality conferences. In his consulting business, for more than 40 years, he has visited more than 120 countries, teaching, lecturing, and consulting with organizations on the benefits of focusing on quality for successful results in both productivity and profitability.
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