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|I Really Want to Know (Really?) -- A Waiter Grades Himself|
|The Properly Written Problem Resolution Letter|
|Tying Emotion to Customer Service|
|When Should Changes Be Made to a Customer Satisfaction Tracking Questionnaire?|
|The Little Numbers Make the Difference|
To find out where service needs to be improved, look at the percentage of customers who are "not satisfied."
|Customer Service Nightmare|
A bad customer service experience is used as an example of common customer service errors.
|Are Your Incentives In Proper Alignment to Produce Quality Service?|
It is easy to overlook a key link in the customer service chain.
|Customer Satisfaction Benchmarking|
It is important to know where your company stands relative to your competitors on the issue of customer satisfaction.
|A Single Comment Can Make a Difference|
Each comment made by a customer in a customer satisfaction survey has the potential to impact your business positively.
|Don't Let Research Results Sit on a Shelf|
How to make sure customer satisfaction research results get used.
|The Problem with Average Scores|
Why reporting percentages rather than just averages can help you to improve customer satisfaction.
|Relationship Versus Transaction Measurement|
Should you ask about the last service encounter, or the service relationship?
|Improving Customer Satisfaction Once a Customer Satisfaction Measurement Program Is in Place|
Processes to ensure that your customers' satisfaction with your business will increase.
|Correct Positioning of a Customer Satisfaction Question|
Should a customer satisfaction question be place first or last in a questionnaire?
|If You Aren't Sure, You'd Better Ask|
Opinion on customer satisfaction questionnaires that do not ask customers how satisfied they are.
|Evaluating Customer Comments|
How to "code" customer comments and uncover patterns in responses.
|Measuring What Is Important to Customers|
Why a statistical approach to measuring importance is better than asking customers what is important to them.
|Obtaining Results Before You Complete Survey Analysis|
How a customer satisfaction measurement program can have a positive influence on employee behavior.
|Comment Cards Versus Questionnaires|
Rationale for using quantitative customer satisfaction questionnaires rather than comment cards.
|Distributing Questionnaires in a Retail Environment|
Actively handing questionnaires to customers versus passive distribution.