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 – Repeat customers – New customers – Level of complaints/compliment letters – Staff turnover -

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

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

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