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P3CS11-1

‘Monitoring, measuring and managing customer service’ by Chong Hannah Goodman and Gary Goodman, published by John Wiley and Sons.

Read: Chapter three ‘Monitoring customer service’ Chapter four ‘Measuring customer service representatives’ Chapter five ‘Measuring and monitoring team leaders, supervisors, and customer service managers’
You do not need to buy this book. You should be able to find a copy at your local library service.