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

monitorin customer service

Extracts from this document...

Introduction

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.

Middle

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.

Conclusion

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.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE Business, Companies and Organisation, Activity 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 Business, Companies and Organisation, Activity essays

  1. Human Resources Management

    Internal Supply: The internal supply looks at the statistics and the basic information that is required to be collected on employees within the organisation. It needs to cover the main areas which include: * The number of employees in particular job categories: Where the figure gives a broad overview of

  2. Business Studies

    advantage of lower costs/new markets in other countries > Inner-firm trade = Raw materials, intermediate goods, information > Multinational corporations: global businesses that have a global web or operations - Global consumers > Global businesses can view the world as a single market - products require minimal adjustments to be

  1. Applied Business Unit 1

    be ahead of the customer it will exceed their demands and expectations. Swift Supplies How the functional areas help to achieve the business aims? The aims are achieved by the following functional areas, * Human Resources: * Finance * Customer Services * Marketing and sales The aim of swift supplies

  2. English for business

    Return ticket Entrance gate platform Ticket collector Breath talking landscape Unique landscapes To travel light To run on time To change times To delay To enjoy To put out / off the lights To have a change Travelling by Air It is most comfortable and speediest of all means of transport.

  1. IGCSE Businesses Studies Revision Notes

    To develop new products or improve existing products SWOT analysis A technique used by the Marketing departments to assess a product. Strengths Weaknesses Opportunities Threats Ways to segment a market: Income group Age Region Gender Use of the product Lifestyle Marketing mix (The 4 P's): Product - All relevant to the product itself like design, quality, packaging etc.

  2. Produce a marketing strategy for a new or existing product or service

    Question 11) What other soft drinks do you purchase out of the following? Fanta 23 Tango 21 Sunkist 5 Panda 1 Total 50 Question 12) Question 13) 68% of the people who took parting this questionnaire believe that this will prove to be an encouragement for children; this is a

  1. Importance of Human Resources Management

    It is important to give a new employee a good impression on the first day of work. As well as dealing with initial knowledge it also involves own skills to do the job and also to adapt the culture and the management of the business.

  2. Organisational Structures and Job Roles at Richer Sounds.

    This the part of the organisation is lacking, they provide the necessary equipment needed. o Pay and benefits offered to the staff * They consider pay rate to be the top of the scale which can be comparable * They offer their colleagues 20 days paid holiday a year and they are for the colleagues that work full time hours.

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