A business needs to monitor and evaluate their customer service. They need to do this to find out what they need to improve in their business so they can improve the bad points

customer service can motivate the staff because they feel pressurised to do there best or feel like somebody is interested in what they are doing. Comparing your customer service to another can also help monitor how your customer service is going as you can see if you can improve to compete with other businesses. Such as comparing Tescos to Asda. Overall businesses need to be monitored to keep a high standard in the business otherwise they will decline due to bad reviews or no new or satisfied customers.Businesses can monitor their customer service by getting people to fill in surveys which will ask questions about how to improve the business and what they think of it. Observation is also a very good way; even if it does not have sound you can still see the staff’s body language. You can do this by things like CCTV or a two way mirror. This allows you to see what is happening when you are not around to see or advise them what to do. A comment box can be used to monitor customer service as well. Reviews on the business can be put in a box without anyone knowing who wrote it so they are more likely to say what they really feel. Then the business needs to respond as soon as possible to the comment. Written reports can be used to make an overview of the customer service. This may affect what people really believe but can show some important truths in detail. A staff assessment sheet can be filled out to show what the staffs think about the business’s customer service. It will again contain questions on how to improve and ask questions about what the staff thinks. Mystery shoppers are a leading way to monitor the business. Somebody goes into the business and asks for something they then fill in a survey or write comments about what has happened. Such as a women going into a pub chain and ordering some food. Having a webpage blog also means you can get feedback from anyone that has been to your business while other people can also look at these, so the comments must be good! This sort of feedback can also be collected from telephones and letters. Finally there is a customer focus group. This consists of 10 -12 people and a psychologists would go round monitoring peoples body language to adapt how they are feeling. They would share there view on things like new products, so the business can see from all audiences what will do well or will fail.What information to evaluate may be difficult but can be very simple when you know how. The person should create a checklist of all the main points. This should consist of information like the cleanliness. An example is the toilets, they should be clean, tidy and have all the necessities to fulfil a customer needs. To evaluate this they could put a board on the door to show when it was lasted cleaned, who by and comment box’s for the customers to fill in. Health and safety should be evaluated such as if there is clear path for the exits. This can be evaluated by running a practise drill. Staff should also be presentable and always available to help a customer. They would be more willing to approach and may have a better opinion of the business. This can be evaluated by doing a secret observation. This can be done by CCTV or a mystery shopper. The customers also need to be getting their value for money. If they find a cheaper place then they will obviously by from them. So to evaluate this comparison needs to be done from competitors.  They would carry out the whole evaluation by making a questionnaire that could be answered by anyone that relates to the business such as customers or staff. This means that anyone can write what they feel needs improving or expanding.