How to evaluate customer service
informal feedback:
this involves how any business is doing for example comet,tesco's etc. on the customers reviews and opinions by giving them questionaires and surveys to do so they know how good,bad or ok they are doing,this also indicates the direction which way the business is heading as well as passing these opinions and reviews from the customer to the manager which can make the service of the business much better
customer surveys/Questionaire:
this involves customers filling a questionaire or a survey given by the business to show how well they are doing as well as giving their own reviews on how to improve and develop the business more to make a great impact in the future for example charles lawson
customer comment cards /Questionaires
this is basically the same as customer serveys and questionaires but the only difference is that this is a mini questionaire which you tick or cross on the sheet given to you by the owner of a business for example at thorpe park. thorpe park give you questionaires after you have visited the theme park whether you like it or didn't like it
mystery customers:
this involves the staff commenting or complimenting on other staff to ensure positive or a negative feedback. this includes staff passing on comments to other staff relating to their work or other issues. staff feedback is valuable for two reasons,first many staff deal directlty with external customers which are out side the business. the second way is the staff are internal which is employees inside the business,which their views are also important as the external customers.
complaints/compliment letters
customer making a complaint either by using telephone or letter indicates there is a problem.if there are major problems regarding one decent thing then obviously there is a serious problem which needs immediate checking. this is why some businesses check the common problems that occur in a business which they can make sure they dont arise in the future for example sainsbururys,currys etc
informal feedback:
this involves how any business is doing for example comet,tesco's etc. on the customers reviews and opinions by giving them questionaires and surveys to do so they know how good,bad or ok they are doing,this also indicates the direction which way the business is heading as well as passing these opinions and reviews from the customer to the manager which can make the service of the business much better
customer surveys/Questionaire:
this involves customers filling a questionaire or a survey given by the business to show how well they are doing as well as giving their own reviews on how to improve and develop the business more to make a great impact in the future for example charles lawson
customer comment cards /Questionaires
this is basically the same as customer serveys and questionaires but the only difference is that this is a mini questionaire which you tick or cross on the sheet given to you by the owner of a business for example at thorpe park. thorpe park give you questionaires after you have visited the theme park whether you like it or didn't like it
mystery customers:
this involves a mystery customer shopping either in side a shop or roaming around inside a business which the owner of the shop or business doesnt know but the manager does,this mystery customer then feedbacks on the shop or business at the end when they have bought a product from a service been provided for them,therfore this mystery customer checks if the person serving is polite to its customers which their attuide towards its customers is appropriate and the way which the service was delivered.
staff feed back
this involves the staff commenting or complimenting on other staff to ensure positive or a negative feedback. this includes staff passing on comments to other staff relating to their work or other issues. staff feedback is valuable for two reasons,first many staff deal directlty with external customers which are out side the business. the second way is the staff are internal which is employees inside the business,which their views are also important as the external customers.
complaints/compliment letters
customer making a complaint either by using telephone or letter indicates there is a problem.if there are major problems regarding one decent thing then obviously there is a serious problem which needs immediate checking. this is why some businesses check the common problems that occur in a business which they can make sure they dont arise in the future for example sainsbururys,currys etc
This is good but maybe needs some examples from real life Businesses!
Posted by: ebitnow.com | 01/11/2010 at 12:59 PM