The customer service is the ability of an organisation to recognise and consistently meet its customers need:
Customer service varies between products and services customer service is used more for service then products customers
Customer service:
Customer service varies between products and services customers’ service is used more for services than products customer services are used to maximize the customer’s satisfaction before and after the customers have purchased the product or service. Customer service is a series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation. Its importance varies by product, industry and customer. As an example, an expert customer might require less pre-purchase service (i.e., advice) than a novice. In many cases, customer service is more important if the purchase relates to a “service” as opposed to a “product". Customer service may be provided by a person (e.g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites.
How customer service is monitored and evaluated:
Most businesses monitor customer service, this is a method of getting response from customer about the business organisation. There are several ways of getting customer response, but many businesses organisations use an informal technique which is cheap and an easy way of getting to know customer feedback.
When an instructor asks a customer if they’re workout went well, this is a simple method of getting feedback.
Observing customers as they leave or enter the business, this helps the staff comment on the way the customer try out the facilities or displays.
How Ozone health club monitor?
The ozone uses a number of different methods to monitor customer services:
Suggestion Box
Weekly checks
View member
The Ozone health club they used different way to customer service like:
The Ozone health club have a suggestion box to have customer gad a problem or complaint they would put it in the box and the staff out the problem and sort the problem.
They Ozone health club also questionnaires if they ask questions to do with their equipment they can see what do customers what equipment. From this ozone health club can be able to replace any of their equipment that they will want do use it.
Anther way the Ozone Health club the way they can monitor by viewing how many complaints they have received staff will then note it down and they would look at how they could deal with the problem.
A different way they could check on how third customers service is buy viewing the number of member they have by looking at how many customer they have they would be able to see if their customer service is good because if they didn’t have good customer, this could also be done by checking their takings.
There are different ways that they can check for problems in general this can be done in weekly. They can set new target that they want to achieve. They could find out different to achieve that suggestion and can then monitor to see if they are still up to standards.
How ozone health club evaluate
The Ozone health club evaluate customer service in a number of different ways Profit
No. of members
Weekly targets
Mystery customer
Level of complaints
The Ozone health club evaluate customer service in different ways the main one is by looking at how mach profit they are making. By doing this if their profit was down it could be that customer service is not good. If the profit is high they would know that their customer service is at good level of satisfaction.
Another way of evaluating customer service is weekly targets. They could set targets for things like profit or have a limit on the number of complaints they can receive before acting a problem. This is a good way of evaluating.
Other ways they evaluate customer service by looking at the number of customer they have. If they don’t have the target amount of members they would look at their customer service to see how they can improve it.
They can also evaluate their customer service by the level of complaints. Having a mystery customer can also help- the gym evaluate customer service this would be done by having an employee of Ozone health club that works in another gym to come in to use the facilities and could make a complaint. The can be good because they can see what complaints have been received and evaluate how they can improve their customer service.
Why do businesses evaluate customer service?
Most business evaluates customer service by receiving response from customer. If the response is good then the business is expected to be successful but if the business isn’t successful this will show that the business is doing something wrong for it to be unsuccessful.