Summary of Monitoring, Measuring and Managing Customer Service

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Monitoring, Measuring and Managing Customer Service book summary


9 Overall

10 Applicability

9 Innovation

8 Style


If you’re waiting for the perfect employee to walk through your door and turn around your ailing customer service function, forget it. Take a more realistic approach and implement the system presented by Gary S. Goodman, which enables average employees to provide superior customer service. Simply put, your employees can learn the series of simple tasks that combine to form a positive customer experience, and you can monitor, measure and manage this process. With this book, your employees can learn the skills they need to provide excellent customer service, from their calling routine, to the way they speak, explain your company and address customer queries. With a little practice, and a willingness to follow Goodman’s prescribed - although genuinely service-oriented - regimens, each of your employees can become a customer-service expert. recommends this book to anyone interested in implementing customer-focused service, which turns out to be a lot more tangible than you might have guessed.

In this summary, you will learn

  • Which 10 behaviors make up superior customer service;
  • Why your customer service representatives should chorus a unified company message; and
  • How to measure and evaluate the results of your customer service effort.

About the Author

Gary S. Goodman Ph.D., is a consultant for many Fortune 500 companies, including Xerox, Polaroid and Kraft General Foods.



The Elements of Great Customer Service
The best customer service people have some basic core behaviors in common. These behaviors make up the ten elements of superior customer service. Appear eager to solve problems - Have the same positive attitude whether a customer...

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