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Author: United States Postal Service
Publisher: National Academies
Keywords: service, postal, report, planning, systems, mail, review, electronic
Number of Pages: 68
Published: 1981
eBookDB-ID: NAP:11583

Author: Peter Leppik
Publisher: Vocal Laboratories Inc.
Keywords: improving, caller, experience, approach, scientific, customer, service, gourmet
Number of Pages: 148
Published: 2005-01-10
ISBN-10: 0976405504
ISBN-13: 9780976405504

Just as most people think they are above-average drivers, most companies believe they provide superior customer service. The truth is that many customers feel that the general state of customer service leaves a lot to be desired, but companies often don't understand that it does not have to be more expensive to provide a good experience.Gourmet Customer Service outlines a new way to ensure the most cost-effective customer service, focusing on data gathering, experimentation, and validation to ensure continual quality improvement.

Author: Ivan Briscoe
Publisher: Demos
Keywords: service, unemployed, work, community, making
Number of Pages: 64
Published: 1995-01-01
ISBN-10: 1898309566
ISBN-13: 9781898309567

Author: DIANE Publishing Company
Publisher: DIANE Publishing
Keywords: service, customer, satisfaction, quality, focus, new, postal, improving
Number of Pages: 95
Published: 1996-05-01
ISBN-10: 0788129295
ISBN-13: 9780788129292

Determines to what extent the U.S. Postal Service distributes customer satisfaction data for use internally & by Congress; whether the Service can improve the distribution of that data; what steps it is taking to use customer satisfaction & other performance data to improve customer satisfaction by improving customer service; & what additional steps it could take to improve customer satisfaction. 23 charts, tables & graphs.

Author: Mark Goldstein
Publisher: DIANE Publishing
Keywords: assist, efforts, fcc, customers, complaints, testimony, congressional, service, phone, observations, preliminary, consumer, satisfaction, wireless, problems, telecommunications
Number of Pages: 22
Published: 2009-12
ISBN-10: 1437918247
ISBN-13: 9781437918243

The use of wireless phone service in the U.S. has risen dramatically over the last 20 years, with an estimated 270 million subscribers as of Dec. 2008. Concerns have been raised in recent years about the quality of this service, incl. concerns about billing and carriers' contract terms, such as fees charged for terminating service before the end of a contract period. The FCC has flexibility in regulating wireless phone service carriers. FCC's rules include procedures for addressing consumer complaints. This testimony provides preliminary info. on: (1) consumers' current satisfaction with wirel

Author: Gerald L. Dillingham
Publisher: DIANE Publishing
Keywords: mission, expanded, workforce, additional, needed, actions, challenges, addressing, federal, security, air, marshal, service, aviation
Number of Pages: 50
Published: 2004-02-01
ISBN-10: 0756738180
ISBN-13: 9780756738181

To help strengthen aviation security after the 9/11 terrorist attacks, the Congress expanded the size and mission of the Fed. Air Marshal Service and located the Service within the newly created Transport. Sec. Admin. (TSA). Between 11/2001 and 7/2002, the Service grew from fewer than 50 air marshals to thousands, and its mission expanded to include the protection of domestic as well as international flights. In 3/2003, the Service, with TSA, merged into the new Dept. of Homeland Security (DHS). This report looked at operational and mgmt. control issues that emerged during the rapid expansion

Author: Gerald P. Barnes
Publisher: DIANE Publishing
Keywords: letter, sequencing, issues, remain, automated, implementing, service, progress, made, postal
Number of Pages: 70
Published: 1998-06
ISBN-10: 078817777X
ISBN-13: 9780788177774

Provides information on USPS's efforts to implement Delivery Point Sequencing (DPS), which is the automated rather than manual sorting of letters in the exact order carriers deliver them. Manual sorting of letters by carriers is one of the USPS's most costly letter distribution operations. This report (1) determines the Service's goals for DPS implementation, its projected letter carrier workhour savings, and the extent to which the Service has achieved these, and (2) identifies any remaining issues that may affect the Service's ability to achieve its 1998 DPS goals, including any actions that
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