Staff feedback are used in most businesses as it is one of the most important and reliable feedback because its is the staff who are the actual people who deal with the customers everyday. To evaluate this Clarks should check the staff turnover, if the staff turnover is steady or falling. Clarks should check how many people are leaving each month and do an exit interview on why they are leaving, and correct the problem if possible.
Mystery shopper are used in Clarks to monitor customer service, they do this by coming into a shop disguised as any ordinary customer. The mystery shopper checks the quality of the customer service provided. To evaluate this Clarks should get a mystery shopper to check if there have been any differences from before.
Complaint letters are often sent/received by to businesses, they are received either by telephone or as a letter. Complaints are normally made about a certain part/ are for example staff not being helpful. If Clarks receive several complaints about a certain area for example staff not being helpful they can evaluate this by training the staff again or employing new staff.
Task 2
Monitoring and evaluating can improve customer service for the customer because the customer will be happy with the service and will be happy because they will know that we listen to them and know that Clarks does care for them. This will make repeat sales and more profit as the customers might refer Clarks to there friends and family.
Monitoring and evaluating can improve customer service Clarks because employing the correct people will save money for the business because you don’t have to train them, improving the Clarks systems, this will make it easier and faster to learn when they are on training this will also save money for the business as it will be cheaper to train them. The downside of this is that Clarks profit will go down as they might have to retrain the staff, employ new staff, produce comment cards/questionnaires etc . . . But then again the costs will be recovered as the business will be much improved, more customers might be coming in the business.
Monitoring and evaluating can improve customer service for the employee as it will increase the employee’s job satisfaction. If the employees have left feedback and the feedback they left has been put into account and corrected the employees will most probably find their work more interesting, they will work harder. Also they might even get promoted if they are doing a better job than before. This will increase their job satisfaction and they might even be more motivated than before which will make them work moiré harder.
Task 3
Effective customer service benefits the customer, because, good or bad, it provides feedback to the company. It gives the employee who spoke to you a better understanding of how they should be dealing with the customer, and as a result the customer can either recommend the company, bringing in more business, or give it a bad reference, ensuring the organization gets less business. Customer service at Clarks should always meet the needs the customer’s needs/expectations. If Clarks are consistent customers will be coming back to shop at Clarks again and again as they will know what to expect from the business. Effective customer service also It benefits the customer as it gives them a good shopping experience and makes them feel valued
Customers definitely care about customer service. They want to know if they have a problem that there is someone at the company that they can work with to resolve the problem. The more satisfied customers are then the more likely they are to continue to do business with the organization. The organization stands to gain more loyal customers. Effective customer service benefits the Clarks because It helps to build customer loyalty, repeat business, and positive word of mouth this gets higher sales When the company does well, the employee's job security is greater. Higher sales can also lead to increases in salaries, benefits, rewards, more money available for training and development of the employee, etc
Effective customer services benefits customer service for the employee as employees like to help people. They want to know that what they do directly benefits people and the organization. Employees at Clarks will be more loyal to the organization. If organizations can track customer service through reports or surveys then that will help the organization identify trends or any problem areas that should be corrected. The employee will feel that their needs are addressed, respected and made to feel good by their employer
