Gourmet Customer Service

Gourmet Customer Service

A Scientific Approach to Improving the Caller Experience

by Peter Leppik, David Leppik

134 pages· 2005· ISBN 9780976405504
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Just as most people think they are above-average drivers, most companies believe they provide superior customer service. The truth is that many customers feel that the general state of customer service leaves a lot to be desired, but companies often don't understand that it does not have to be more expensive to provide a good experience.Gourmet Customer Service outlines a new way to ensure the most cost-effective customer service, focusing on data gathering, experimentation, and validation to ensure continual quality improvement.

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