• 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

    they can contact customer service when necessary or direct them to the customer service desk. Good customer service means keeping customers happy. Tesco may offer competitive prices, have helpful and friendly staff and respond quickly to customer complaints. Offering good customer service also helps Tesco to be competitive.

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

    Marks & Spencer want each customer to have a pleasant experience to shop in. They want each customer to leave with a smile. This means that each customer that leaves happy with Marks & Spencer service will likely tell others about their experience.

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

    This is usually done in few selected Tesco stores dependant on management and cultural style of the store. Focus groups is a system which tesco's rarely use, this is usually done where feedback is obtained from a small group of people usually consisting of 10-15 people, discussing about products and being asked for information about Tesco's customer services.

  2. Importance of good Customer service.

    > They were voted the best corporate chain store for their commitment to providing better service to our deaf blind customers at the Deaf blind Friendly Corporate Awards 2001. > They won the supermarket category in the 2001 EASE (EASE of Access, Service and Employment)

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

    expect goods to be in stock disregarding whether or not the product is very popular with customers. Non-availability of certain goods would result in a loss in sales and customer getting frustrated. * Competing pricing: as Argos has proven to be UK's biggest retailer it is essential for them to set their prices at competitive as possible.

  2. Business at Work - ASDA

    A democratic management style involves 'empowering' teams and individuals by being given the responsibility to make decisions, within the confines of given framework. The team is then held responsible for the decisions it desires to make. Managers at Asda will feel comfortable with this management style as it encourages teamwork

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

    The areas that exist now are: X sector - this area is full of faster rides and includes Oblivion and the black hole. It is for people who prefer a thrill and not for children or older people. Forbidden Valley - this is again for thrill seekers, it includes fast roller coasters includes Nemesis and Air.

  2. unit 2 business coursework - M&S a company overview

    Financial manager: Finance manager (Louis Clark), her duties as a financial manager vary with their specific titles, which include controller, treasure or finance officer, credit manager, cash manager, and risk and insurance manager. Controllers direct the preparation of financial reports that summarize and forecast the organization's financial position, such as

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