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Monitoring and Evaluating Customer Service

Monitoring and Evaluating Customer Service. <Student Name>. Monitoring Customer Service. Informal customer feedback – Customer questionnaires/comment cards – Staff feedback – Mystery customers – Complaints/compliment letters - . Evaluating Customer Service. Level of sales –

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Monitoring and Evaluating Customer Service

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  1. Monitoring and Evaluating Customer Service <Student Name>

  2. Monitoring Customer Service • Informal customer feedback – • Customer questionnaires/comment cards – • Staff feedback – • Mystery customers – • Complaints/compliment letters -

  3. Evaluating Customer Service • Level of sales – • Repeat customers – • New customers – • Level of complaints/compliment letters – • Staff turnover -

  4. Improvements to Customer Service • Quality of service – • Reliability - • Improvements to organisation – • Improvements for the employee -

  5. Explain how Monitoring and Evaluating can Improve Customer Service for: • The Customer • The Organisation • The Employee

  6. Analyse how Monitoring and Evaluating can Improve Customer Service for: • The Customer • The Organisation • The Employee

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