Describe how customer service can be monitored and evaluated investigate a range of organisations

Organisation

Method used to monitor customer satisfaction

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What is done with the results to provide the best possible customer service?

Examples of how customer satisfaction is monitored

Nandos

Informal Customer Feedback

Customers are asked during there meal if they are enjoying there meal. Any problems are dealt with straight away for example a problem with the food is given straight to the chef and any problems with service is given to the managers.

Any complaints given by customers are noted in a log. This will help to identify if there are any problems that keep arising. This customer feedback is taken from every customer therefore it is an ongoing process in monitoring customer satisfaction.

Manchester College

Questionnaires

All results are collected and collated to come up with a overall view of the students theses are then passed onto managers who can tell the departments areas were the students are not happy. The questionnaires can also be used to identify areas were the students feel they are receiving good customer service

This questionnaire is done on a yearly basis and all information is given to every member of staff to show to show them the areas that they need to improve also it show them areas were they are providing good customer service

Hair Studio

Showing Customers back of the head using the mirror

The barber will ask the customer if he is happy with is hair cut and show him his hair. If the customer is not happy the barber will act on it straight away by giving the customer what he wants. This way the customer is made to fell that his custom is valued by the barber giving him excellent customer service

This monitored by asking every customer if they are satisfied with there hair cut using the mirror this satisfaction can be monitored by customers paying full price and also returning to the barbers.

Hilton Hotel

Guest book/comment card

All Hilton hotels have a guest book were they can express how satisfied they were for the stay this information is then shared between staff to show them areas were they need to improve for example a customer may say that the room was dirty and this information will be passed on to the cleaners.

This is Monitored by asking every customer if they have enjoyed there stay. They can also monitor customer satisfaction by checking how many customers make positive customers and how many customers who leave comments return in the future

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