• 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. English for business

    Company A may be attempting to gain control of company B in a takeover bid, maybe by increasing its holding or stake in company B if it already owns shares in B. Company B makes or launches a bid against company A, the takeover target.

  1. Business Studies

    duty of care - Action taken by employee/s that has caused financial damage to the business - Breach of contract ie) early termination Business/division closure: > Industrial action may have adverse[ET16] impacts on the business > It may be in the businesses best interests to cease operation * Roles of

  2. Organisational Structures and Job Roles at Richer Sounds.

    high quality service * They consider they are highly competitive * They introduce new technology * They promote team working EMPLOYEE RECRUITMENT AND TRAINING The colleague support department The colleagues support department has different aspect that deals with the various aspect of the company.

  1. Business Process Management

    The boundaries of ensuring that the shelves are constantly filled to the correct amount rely on good communication between staff and managers. The employees are the people who are in direct contact with the products and if they can see that the product is running low, then they need to tell their manager so that they can act accordingly.

  2. Importance of Human Resources Management

    Equal Pay Act 1970 (EPA): The Equal Pay Act 1970 (EPA) gives an individual a right to the same contractual pay and benefits as a person of the opposite sex in the same employment, where the man and the woman are doing an equal amount of work.

  1. Describe the aims & objectives of the school.

    Up the road from the school is a busy motorway which is a problem for the school as it would make it unsafe for children/students. This causes traffic which causes their child to be late at school. There is a car park for children/students/staff which is used to drop them off or also used to keep staffs cars.

  2. Grievance and Discipline procedure- relate to Alton towers

    In addition to this, the trade union may encourage employees to work to rule. This would mean that employees would take their breaks at their set times and not wait till it is more convenient for Alton Towers. i.e. if 1pm is a very busy time for certain rides e.g.

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