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monitorin customer service

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BTEC First Diploma in Business Unit 2 Developing Customer Relations Introduction: In this assignment I will describe how customer service can be monitored and evaluated and I will also explain how monitoring and evaluating can improve customer service for the customer, the organisation and the employee and then I will analyse, with examples, how effective customer service benefits the customer, the organisation and the employee. Task 1 In this task I should describe how customer service can be monitored and evaluated. Every business looks upon every interaction with their customer as an opportunity to gather feedback. The most effective way to do this is to develop a multi-channel feedback system that extends over the opinion from customers, managers and staff. Businesses shouldn't just rely on only one feedback channel for example just on the paper based feedback because if a business just have one feedback channel the problem might be that the business wont get enough feedback to work with and that would mean the business can not improve on their customer service. There are some way how to monitor customer service effectively: * Informal customer feedback: the steps of an informal customer feedback are: o A customer may approach any staff member to offer feedback. ...read more.


I will be evaluating the service provided by the museum. The service provided by the National Maritime Museum is excellent and the staffs are motivated to do their work. Customers will have a great greeting when they are visiting the museum and they will provide information on the exhibits. For example if a customer visit one of the history section and if they don't know about it one of the staff members have to take his time to explain it to the customer. That would be good customer service because the lecture from the staff must be good because they have to take their time on providing information, which means all staff members have to know about the histories. Satisfaction: * Displays: The displays at maritime museum are big and every one can read it and they provide information on each display, also they provide special feature for the special people. The displays are organised. * Food: The National Maritime Museum food is excellent (reference about the food in the museum at their homepage) because the Museum provide different types of food. * Staff quality: The National Maritime Museum Staff quality is excellent because the staff are motivated to do their work and they could do their job/role without oversee. ...read more.


E.g. Elisabeth exhibitions improved their service by providing time tickets. Improvement to customer service Improvement to quality of service Reliability Improving service and or products Keeping staff Attracting new customers Increasing sales turnover Complying with legal obligations Task 2 In this task I should explain how monitoring and evaluating can improve customer service for the customer the organisation and the employee. Task 3 The benefits of customer service for the customers are: * Goods or service are supplied as promised * Fewer problems or reason to return goods or complain * The customer feels Valued and Important The benefits of customer service for the organisation are: * Less staff time is spent dealing with complaints and problems * There is far less chance of damaging negative publicity * The image and reputation of the business is continually enhanced The benefits of customer service for the employee: * Working is more enjoyable because staff know they are doing a good job and customers rarely complain * All staff know that they can depend on each other for prompt and accurate information * There is a grater job security because companies with many satisfied customers are unlikely to go out of business ?? ?? ?? ?? Omobolanle Salami 19/05/2009 Assignment No. 04 1 ...read more.

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