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customer service

Free essay example:

Muhammad Adeel Awan

Unit 1: part 4

How to evaluate and monitor customer service in an organisation


In this assignment, I will describe how customer service can monitor and evaluate to an organization’s customers, whether they are internal or external customers.

Why businesses monitor and evaluate their customer service?

There are different ways to evaluate and monitor the customer service. Which are as following:

  • It helps you to know what level your business’s customer service is working at.
  • Pick out the areas that need improvement.
  • Highlight what the customer want or expect from the business.

Customer types:

The customers that I have chosen are as following:

  • Students - external customers
  • ESOL student - external
  • Teacher - internal


I have chosen 1-1 review for the students. Through 1-1 review we can ask the students a series of question regarding the course and performance. The answers can then help us to evaluate on how to help this student get better grades by helping them where they are struggling the most.


If we monitor the students by 1-1review that will be more specific & accurate and the organization would gained individual opinions from students and they will be able to know what the students think about the customer service. By this method the organization will know their staff is happy or not to work in this organization.

ESOL student:

I have chosen questionnaire for ESOL student. Through the answers given on the questionnaire we are able to monitor their progress and they can also tell us about the recommendations of the course. We can use this data to evaluate to help the students get better grades and also to use the recommendation given to improve the course.


The questionnaire helps the organisation to monitor what their customers think of their customer services. They can use evaluate the data collected and draw up recommendations which then can be implemented to improve their customer service. ESOL students can give comments without any hesitation and can remain anonymous if they wish to.


I have chosen staff meeting for teachers. During staff meeting staff can discuss any recommendations amongst each other and we can monitor there conversations and with the data collected we can evaluate the data and implement the recommendations.


Staff meeting is effective because staff can discuss their experiences with each other. Also they can all put their ideas forward to other staff members and get feedback from them.

Feed back:

Feedback is where you get comments or compliments from the customers about the business. If there are any problems in the organisation need to be sorted out then you can sort them out. There are two different ways of monitoring feedback which are via the following:

  • Formal feedback
  • Informal feedback

Informal feedback:

Organisation can obtain informal feedback from the customer through different ways. There are different ways of recording informal feedback like friendly, not recorded, easy and straight forward.

Formal feedback:

Formal feedback can be recorded in the customer questionnaire and comment cards. Formal feedback is the recorded document on which the business can take actions on the comments of customers if they are unhappy with something through the planning.

Improvements that could be made through the comments of chosen 3 customers:

There are three ways through which we can make improvements in the customer service of our business through the feedback of our 3 customers which are via following:

  1. improvements to the quality of service
  2. improvements to the organisations
  3. improvements for employees

Improvements to the quality of service:

We can improve the quality of service by working on the feedback of the students, ESOL students and teachers and by improving products or services that they are providing.

We can provide IT services to the student by increasing the number of computers in the college so that students could finish their work on the time and could get grades in their assignments and also by giving them easy notes to understand.

We can also raise the pay of staff if they are dissatisfied. If staff turnover started increasing then this could create some problems in the business. It is also expensive to recruit new staff so business will to keep turnover to minimum.

Improvements to organisation:

If a business receiving lots of complaints from many customers on the same issue then the business need to find the problem quickly and should sort it out quickly.

If the college want good result from students then the college need to retain good and train staff who can teach the students in interesting and different way so the students enjoy studies and start work hard and get good results.

Improvements for employees:

Business want the hard working staff and students and this will only happen when the staff and students will feel they are valued. This increases their motivation and then they start work hard. Improvement is required in two main areas:

  • job satisfaction:

Students will only be satisfied when the work is interesting and they have been praised for the work they have been doing. Some students also get satisfied when they learn new learning skills

Teachers get satisfied by getting promotion in the job and also because when they get praised for their good job and get more responsibilities. Teachers also get satisfied by students when they do their work on time.

  • working environment:

 All the staff and students expect to work to in the clean environment   and want to work as a team with other. Team work is very beneficial because we get different ideas from everyone. All the students and staff also wants all the notes and all the equipments to be available on time so that tay can finish their work on time.

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