Monitoring & Evaluating Customer Service
We have already looked at what customer service is, how it is applied and it's importance, now we need to look at how we monitor and evaluate customer service.
Lesson objectives:
To start:
(Activity) - In pairs, imagine you own your dream business. Come up with some suggestions as to how you would monitor customer service within your business.
(S+C) - Come up with a few reasons as to why you think it is important to monitor customer service.
Lesson objectives:
- I will understand how customer service can be monitored
- I will be able to apply this to a real life business
To start:
(Activity) - In pairs, imagine you own your dream business. Come up with some suggestions as to how you would monitor customer service within your business.
(S+C) - Come up with a few reasons as to why you think it is important to monitor customer service.
Businesses monitor and evaluate their customer service so that they can remedy problems and introduce improvements. This can be done in various ways. The methods used usually depend upon the size and type of business.
Informal customer feedback - easy and cheap; An example is a waiter asking you how your meal is when you are eating
Customer questionnaires/comment cards - issued by many businesses e.g restaurants; These give the business an idea of how effective their customer service is. (Question) - What do you think a disadvantage of this form of monitoring might be?
Staff feedback - this is invaluable, and not just because it is free; Many staff receive or overhear customer comments, both positive and negative. In addition, if staff are unhappy and leave to work elsewhere, it is sensible to find out why.
Mystery customers - employed to visit stores to assess staff. They may also check competitor's stores to compare service levels. (Question) - What things do you think a mystery shopper will be looking out for?
Complaints and compliment letters - encouraged by many organisations as a form of feedback; If several similar complaints are received, there is obviously a problem that needs immediate attention. This is why organisations record the complaints they receive and then check to see if there are any common factors.
Informal customer feedback - easy and cheap; An example is a waiter asking you how your meal is when you are eating
Customer questionnaires/comment cards - issued by many businesses e.g restaurants; These give the business an idea of how effective their customer service is. (Question) - What do you think a disadvantage of this form of monitoring might be?
Staff feedback - this is invaluable, and not just because it is free; Many staff receive or overhear customer comments, both positive and negative. In addition, if staff are unhappy and leave to work elsewhere, it is sensible to find out why.
Mystery customers - employed to visit stores to assess staff. They may also check competitor's stores to compare service levels. (Question) - What things do you think a mystery shopper will be looking out for?
Complaints and compliment letters - encouraged by many organisations as a form of feedback; If several similar complaints are received, there is obviously a problem that needs immediate attention. This is why organisations record the complaints they receive and then check to see if there are any common factors.
(Activity) - Apply the above methods to Chelsea FC. Research their website to see if they offer any other methods of monitoring customer service. Use the link and document below to help you.
http://www.chelseafc.com/page/ClubInfo
http://www.chelseafc.com/page/ClubInfo
cfc_customer_service_charter.doc | |
File Size: | 32 kb |
File Type: | doc |
chelsea_monitoring_table.ppt | |
File Size: | 32 kb |
File Type: | ppt |
To finish
(Activity) - Give 5 examples of how Tesco will monitor it's customer service. Explain where each of these methods could occur.
(S+C) - Explain the benefit to Tesco of monitoring customer service.
(Activity) - Give 5 examples of how Tesco will monitor it's customer service. Explain where each of these methods could occur.
(S+C) - Explain the benefit to Tesco of monitoring customer service.
Monitoring & Evaluating Customer Service
Lesson objectives:
To start
(Activity) - Individually, explain 3 ways in which Pizza Express could monitor it's customer service.
If a business is receiving marvellous feedback from its customers, then usually it will also be thriving. If it is not, then something is obviously wrong. To evaluate customer service fully, it is important to look at other key business information.
(Question) - What is a trend?
If customer service is good, there are certain trends that should be appearing in connection with the above factors. A business can then investigate this to draw a conclusion on whether their customer service is effective.
(Activity) - Complete the worksheet on evaluating customer service within Chelsea FC.
- I will understand how customer service can be evaluated
- I will be able to apply this to a real life business
To start
(Activity) - Individually, explain 3 ways in which Pizza Express could monitor it's customer service.
If a business is receiving marvellous feedback from its customers, then usually it will also be thriving. If it is not, then something is obviously wrong. To evaluate customer service fully, it is important to look at other key business information.
- Level of sales
- Repeat customers
- New customers
- Level of complaints/compliments
- Staff turnover
(Question) - What is a trend?
If customer service is good, there are certain trends that should be appearing in connection with the above factors. A business can then investigate this to draw a conclusion on whether their customer service is effective.
(Activity) - Complete the worksheet on evaluating customer service within Chelsea FC.
chelsea_evaluating_table.ppt | |
File Size: | 26 kb |
File Type: | ppt |
(Main activity) - Assignment 4, P5: Produce an A4 help guide that shows new customer service staff how Chelsea FC monitor and evaluate customer service.
(S+C) - What is the benefit to Chelsea FC of evaluating their customer service? What might it help them do in the future?
To finish:
Explain how Tesco will evaluate its customer service and the trends and methods of investigation they will use.
(S+C) - What is the benefit to Chelsea FC of evaluating their customer service? What might it help them do in the future?
To finish:
Explain how Tesco will evaluate its customer service and the trends and methods of investigation they will use.
p5_framework.docx | |
File Size: | 59 kb |
File Type: | docx |