Improvements for customers by Monitoring and Evaluating
By continually monitoring and evaluating customer service, a business will hope to make steady improvements. A business will try to ensure that its level of service, products and services remain good value for money and that its overall package provides a reliable service to its customers. Monitoring and evaluating service can improve customer service for the customers, because there needs and expectations are met and they will be provided the type of service they want. The customer will be satisfied with the business. Customer’s satisfaction is very important to a business because satisfied customers are most likely to be loyal and to make repeated orders and to use a wide range of services offered by a business.
Improvements to organisation
Monitoring and Evaluating customer service can improve the service for the organisation. There are a number of key improvements that can be made to the organisation:
- By improving customer service a business will retain existing customers.
- As its customer service excellent becomes known the business will attract new customers.
- This means that business will sell more products and services, increasing its turnover.
- The result of this is that a business will become more profitable.
If the business is doing well then it will be able to respond to its legal obligations quickly and exceed the requirements of law. Basically monitoring and evaluating customer service will attract new customers and businesses’ sales will be increased which will help in profit maximisation.
Improvements to the employee
Monitoring and evaluating can improve customer service for the employee, for example when a customer complaint about the employee’s or bad service then it points out the weaknesses, so employees can cover their weaknesses. If employees are doing a good job then it will be appreciated and employees will be satisfied with their job. If an employee is satisfied with the job then he or she is more likely to stay with the business which will give the business valuable and experienced members of staff.
Finally, as the number of customer’s increase, staff members may increase, and as turnover increases, profitability will also increase. The opportunity to continually improve is therefore always in sight.
