• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

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

Extracts from this document...

Introduction

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.

Middle

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.

Conclusion

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.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. Customer service Tesco's customer expectations

    Example of this is Tesco using order tracking systems on their websites. This will tell customers when the products they have ordered will be despatched. 4. After-sales-services: this include products such refrigerators, televisions breaking down. After sales services include repairs and replacement of faulty products.

  2. Produce a case study comparing two business organisations, investigating the extent to which each ...

    each make a difference * ...Build their strengths and develop their skills * ...Respect the balance between life and work * ...Recognise and respect a job well done * ...Be rewarded for superior results Customer Service Information Employees The staff help customers regarding products and services offered in a friendly and helpful manner.

  1. Importance of good Customer service.

    > Does the person dealing with the query know enough to answer it correctly? 3. Receiving and passing on messages 4. Keeping records 5. Providing assistance 6. Dealing with problems: - this can be like refunds and dealing with complaints 7.

  2. This coursework is about the customer service at Argos. It covers the following:Responsibility of ...

    Argos states, "we aim to increase our market share in the UK and Ireland by providing the best service to our customers". Increase of sales and market share can be done through expanding, advertisement, and so on. Argos has successfully been able to increase its market share through expanding by having over 550 stores.

  1. Business at Work - ASDA

    Without communication it is impossible for any business to succeed. This is why communication is very important to Asda as it is needed for the business to succeed and meet its aims. Asda have a daily meeting across all their branches which they refer to as a daily huddle.

  2. Methods used by Tesco to monitor if good customer service is taking place.

    With this Tesco will know what criteria to improve on. The easiest and quickest way tesco's use is by confronting the customers while shopping, they ask questions like "how well do you think we are doing in dealing with customers"?

  1. Produce an investigation into how a chosen company can improve its customer service.

    What are the businesses customer service objectives? Sainsbury's must have certain customer objectives, which need to be met. Making objectives make all the staff at Sainsbury's know what they need to do to produce good customer service. Sainsbury's business customer services objectives are: - Providing Fresh food - Honest pricing

  2. As a short-term business Consultant, I have been hired by Alton Towers PLC to ...

    Ug land - It is aimed at the younger people. The theme is dinosaurs and includes the Corkscrew and Ug bugs. Katanga Canyon - This is more for the family with fun rides for all ages. It includes the Congo River Rapids and the Runaway mine train.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work