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Describe how customer service can be monitored and evaluated investigate a range of organisations

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  • Essay length: 443 words
  • Submitted: 11/02/2012
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GCSE Case Studies

The first 200 words of this essay...

Describe how customer service can be monitored and evaluated - investigate a range of organisations

Organisation

Method used to monitor customer satisfaction

What is done with the results to provide the best possible customer service?

Examples of how customer satisfaction is monitored

Nandos

Informal Customer Feedback

Customers are asked during there meal if they are enjoying there meal. Any problems are dealt with straight away for example a problem with the food is given straight to the chef and any problems with service is given to the managers.

Any complaints given by customers are noted in a log. This will help to identify if there are any problems that keep arising. This customer feedback is taken from every customer therefore it is an ongoing process in monitoring customer satisfaction.

Manchester College

Questionnaires

All results are collected and collated to come up with a overall view of the students theses are then passed onto managers who can tell the departments areas were the students are not happy. The questionnaires can also be used to identify areas were the students feel they are receiving good customer service

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