Customer Satisfaction Toolkit for ISO 9001:2000

Customer Satisfaction Toolkit for ISO 9001:2000

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Customer-driven companies consistently demonstrate much better performance than other companies, showing a higher profit, increased employee growth, and greater returns on assets. In addition to these benefits to the bottom-line, companies are now required to have a solid customer satisfaction system in place to achieve ISO 9001:2000 certification. To help achieve this, best selling author and renowned customer satisfaction expert, Sheila Kessler has written this easy-to-use toolkit which provides the basic tools currently being used in customer satisfaction systems, and shows how they can be applied in meeting ISO 9001:2000 requirements. Customer Satisfaction Toolkit for ISO 9001:2000 is a complete reference that provides the specific and necessary information required to establish a solid customer satisfaction system. the book is well written and concise, containing the tools and techniques needed to meet the requirements of the customer satisfaction section of ISO 9000:2000. Customer Satisfaction Toolkit for ISO 9001:2000 is especially beneficially for small to mid-sized companies, as well as those who are just getting started in establishing a customer satisfaction system.Conditioning the customer to receive an e-mail, mail survey, phone call, or visit is a very important part of the process. ... A customer service 800 number for complaints or queries should be clearly written on all proposals, ordering documents, ... Phone surveys: Send an introductory letter with your letterhead on it, or e-mail ... Sample wording to introduce the survey is shown in the following example.

Title:Customer Satisfaction Toolkit for ISO 9001:2000
Author: Sheila Kessler
Publisher:ASQ Quality Press - 2002-09-01

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