Accession Number : ADA194314

Title :   A Practical Guide for Managing Customer Service in Base Civil Engineering.

Descriptive Note : Student rept.,

Corporate Author : AIR COMMAND AND STAFF COLL MAXWELL AFB AL

Personal Author(s) : Luebben, Robert E

PDF Url : ADA194314

Report Date : Apr 1988

Pagination or Media Count : 35

Abstract : This handbook was prepared to provide Base Civil Engineering managers a practical guide for managing customer service. The handbook defines the concept of customer service and documents the need for improved quality of customer service within civil engineering. The handbook describes the characteristics of quality customer service and appropriately categorizes them into service strategy, service system, and service people. The handbook presents a five step method for evaluating customer service in Base Civil Engineering. Sample interview, questionnaire, and analytical techniques are provided. Although the handbook is designed primarily for Base Civil Engineering managers, the concepts are general enough to be applied to any Air Force organization.

Descriptors :   *CIVIL ENGINEERING, *SUPERVISORS, *MANAGEMENT, AIR FORCE, HANDBOOKS, ORGANIZATIONS, STRATEGY

Subject Categories : Administration and Management
      Civil Engineering

Distribution Statement : APPROVED FOR PUBLIC RELEASE