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btec level 2 business unit 10 p5
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Essay of 3 pages for the course Unit 10 - Employer-employee relations at OCR (p5)
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Unit 10P5.
The customer service can be monitored and evaluated. For the Cafeteria to be
monitored the method that can be used are questionnaires this is a way to
obtain feedback. It consists on having a question to gather information from
customers that have used the product.
Another way is by observation managers or staff can check and see customer’s
reaction. For example, how long do customers look at the displays. How they
respond this gives a general idea of how the business is doing.
Surveys is also other method is normally done online and it allows to give a
view opinion and evaluation of the service or product.
Furthermore, the staff can interview ask questions to customers simply talking
to them and see what they think about the service or product. This is a good
method because the customers are likely to give an honest answer. Another
method is the focus group. The focus group are a group of people chosen to
provide feedback on anything such as TV series, food etc.
Moreover, there are mystery shopper this are employed to visit the store and
evaluate staff. This allows to see the speed of service, how the staff responds to
the customer and his/her attitude.
Besides there is the feedback poll that is based on votes this is quicker and
simple. Another similar method is the mood feedback this feedback is based
on the green (happy), yellow (fair) and red (poor) face. The customer gives a
feedback based on how he felt after being served.
Another way that can be used is complain letters this allows the business to be
aware of what is going wrong and to have in attention the problem and solve
it. In contrast, there are compliment letters where customers appreciate the
service.
Once the cafeteria receives feedback whether good or bad. To evaluate the
business can check if they are getting repeated customers. Moreover, the
business should check the level of sales this can be found by checking sales of
turnover (this means the total amount of income generated by a business
during a period). This allows to know if they are increasing or decreasing in
terms of profit.
The cafeteria can also see the level of complains the business can check by
seeing if it is reducing or increasing and the level of compliments the same. If
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