Howard Dobson

How to improve customer satisfaction in times of spending cuts Howard Dobson

The essential guide to improving customer satisfaction scores in times of spending cuts. The know-how needed to achieve this is explained through a succession of easy-to-read chapters.1) What is customer satisfaction?2) Why is customer satisfaction important?3) The difference between actual and perceived levels of service4) Customer relationship5) Good communications6) Strategic communications planning (including seven strategies, key messaging and evaluation)7) EthicsThis simple guide is a must for communications officers in local government, and in national and local public and private sector organisations where perceptions of service are important.