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Monitoring customer service

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Monitoring customer service Each business has their methods to monitor their customer service depending on the type and size of the business. It is done to know what their customers think of the service or product they provide whether it needs to remedy problems or introduce improvements. The most common methods used to monitor customer service are: 1. Informal customer feedback This type of monitoring is a quick and easy way to get feedback from the customers. This is mainly done when a customer finishes a meal and the waiter asks if everything is fine or by just checking if the reception does not have a waiting for too long and ensuring that the receptionists pass important comments back to the manager. ...read more.


The questions which are provided are depended on the type of business it is. If it is a retail store it might ask about the price, range of products and its features, speed of delivery etc whereas other business which provide services might ask questions such as their range of service, speed of service, the quality of the service etc. 3. Staff feedback This type of monitoring is used in all businesses. Most of the staff in a business works directly with external customers; therefore they can pass on comments to their manager or supervisor. Also staff are internal customers; as a result their own comments and views are important also. ...read more.


They evaluate the service mainly by the following: * Speed of service, * The way in which the service was delivered, * The attitude of the staff, * The quality of the finished result. 5. Complaints and compliment letters Complaints made by customer, either on telephone, letter and online, depending on the type of business whether it is a product or service shows that there can be a problem in it. If many complaints are made for the same thing, it might be a serious problem, as a result the business might need to fix or improve or change the service or product depending upon the complaints made. Similarly, a card or a letter which thanks the staff for wonderful service or praises a product is to be treasured. ...read more.

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