1. General Customer Service Overview Comments
2. Characteristics of Customer Service
3. Statistics Relating Customer Service and Satisfaction
4. Service Strategies
5. Economic Utility and Its Relationship to Customer Service
6. The Role of Management in Customer Service
7. Problem-Solving Methodology
8. Eight Disciplines (8D)
9. Common Methodologies for Customer Service
10. Selected Useful Methodologies That Can Help Improve Customer Service and Voice of the Customer
11. Available Software for Customer Service
Biography
D. H. Stamatis, PhD, has been an academic teacher/professor at several universities in the United States, Europe, and Asia. He taught various topics, including problem solving, team approaches, SPC, G8D, 6σ, statistics, reliability, quality, and several approaches to effectiveness in manufacturing/defense/service/health and educational organizations. Dr. Stamatis has written numerous articles and over 60 books dealing with general and specific issues regarding quality. He has participated in many domestic and international quality conferences. In his consulting business, for more than 40 years, he has visited more than 120 countries, teaching, lecturing, and consulting with organizations on the benefits of focusing on quality for successful results in both productivity and profitability.
