The book describes in detail the following tools for adapting a customer-oriented approach:

o Questionnaires
o Scorecards
o Response cards
o Complaint management
o Visits to customers
o Follow-up telephone calls
o Intermediate monitoring

Other key features of Quality & Customer Satisfaction include a methodology for measuring customer satisfaction, an explanation of pitfalls to avoid when using the tools and techniques described, and three real-world case studies of small companies that have successfully applied these methods.

Authors:
Maria Gisella Conca
Antonella Pamploni Scarpa