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A business needs to monitor and evaluate their customer service. They need to do this to find out what they need to improve in their business so they can improve the bad points

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Developing Customer Service: Task 4 1. A business needs to monitor and evaluate their customer service. They need to do this to find out what they need to improve in their business so they can improve the bad points. They also need to do this to see if they are fulfilling customer's expectations and needs such as having a toilet and a want could be a flannel. Keeping the customers constantly happy will also be achieved if you monitor the business by finding out what they did liked and keep that certain point the same all the time no matter what. Also you can see what the customer likes so therefore you can improve those points to increase sales plus the profit. You should monitor your business so your business can gain a good reputation. This will mean people will recommend the business to there friends. ...read more.


A comment box can be used to monitor customer service as well. Reviews on the business can be put in a box without anyone knowing who wrote it so they are more likely to say what they really feel. Then the business needs to respond as soon as possible to the comment. Written reports can be used to make an overview of the customer service. This may affect what people really believe but can show some important truths in detail. A staff assessment sheet can be filled out to show what the staffs think about the business's customer service. It will again contain questions on how to improve and ask questions about what the staff thinks. Mystery shoppers are a leading way to monitor the business. Somebody goes into the business and asks for something they then fill in a survey or write comments about what has happened. ...read more.


To evaluate this they could put a board on the door to show when it was lasted cleaned, who by and comment box's for the customers to fill in. Health and safety should be evaluated such as if there is clear path for the exits. This can be evaluated by running a practise drill. Staff should also be presentable and always available to help a customer. They would be more willing to approach and may have a better opinion of the business. This can be evaluated by doing a secret observation. This can be done by CCTV or a mystery shopper. The customers also need to be getting their value for money. If they find a cheaper place then they will obviously by from them. So to evaluate this comparison needs to be done from competitors. They would carry out the whole evaluation by making a questionnaire that could be answered by anyone that relates to the business such as customers or staff. This means that anyone can write what they feel needs improving or expanding. ...read more.

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