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action analysis analyze automated benchmarked organizations benchmarking partners beneﬁt BEST PRACTICES best-in-business organizations commitment complaint handling systems complaint process complaint resolution complaint system continuous improvement costs cross-functional customer contact customer expectations customer feedback customer loyalty customer needs customer satisfaction customer service representatives customerís customers to complain databases Department of Veterans develop Diana Weaver empower ensure federal ﬁve ﬁx focus groups front-line employees front-line workers goals government agencies handle complaints implementing Internal Revenue Service leaders mation ment National Performance Review National Security Agency ofﬁce one-stop customer service one-stop processes one-stop service organiza Organization Measure partner organizations percent PRACTICES IN RESOLVING resolve complaints RESOLVING CUSTOMER COMPLAINTS response root cause satisﬁed SERVING THE AMERICAN skills Social Security Administration speciﬁc strategic planning surveys tion top management U.S. Customs Service U.S. Department U.S. General Store U.S. Postal Service Veterans Health Administration world-class organizations