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
Distribution Statement : APPROVED FOR PUBLIC RELEASE