Essay
M2
- Institution
- PEARSON (PEARSON)
M2 for UNIT 14 Analyse different methods of monitoring customer service for a product or service in contrasting businesses Distinction standard
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By: chiranm10 • 4 year ago
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Adam El Masmoudi GarciaM2
Customer service is a critical link in the development of brand loyalty, which leads to repeat
purchasing and continued residual income to the business. Positive word of mouth from
existing customers who are satisfied with their experience, especially a company's ability to
resolve service issues, is essential to the development and sustenance of new customer
relationships. Monitoring customer service means ensuring the positive attitudes of service
staff, the effectiveness of resolutions and the ultimate satisfaction of the customers. Listen to
exchanges between members of the service staff and between service staff and customer and
ask customers to rate their experience in terms of their ultimate satisfaction with the process,
the personnel and the outcome.
How is monitoring and evaluating used in improving customer service?
It makes sure that customer service is up to a high standard
Employees tend to focus on their work and bring out more quality when they know that they
are being monitored. You can easily see when they make mistakes and can use it in their
performance review. By monitoring, the company determines the strength and weaknesses of
customer-facing employees, it gives information of what particular aspect of communication:
face to face interactions, emails, phone calls, or live chats they need to improve their
performance. These insights can be used effectively in training of employees and learning
opportunities where there are deficiencies. Companies that are effective in monitoring and
improving their customer service tend to deliver great customer satisfaction.
It improves workplace operation
For a business to be successful, it does not only need competitive products or services that
meet customer expectations, a workplace operation that is highly efficient must be in place.
Monitoring the operational plan creates more engaged employees, who involve themselves in
monitoring every process. Regular process monitoring provides information that can be used
in improving workflow that provides consistent and reliable service which end result is an
improved customer service.
It produces better service for customers
Monitor interactions by listening to your customers. Ask what they think of their experience
on the product, service or company. Capture all customer feedback in all channels, face to
face interactions, phones, emails, and live chats. By monitoring customer interactions, you
can determine the best approach in making sure that all customer concerns are properly
addressed and resolved quickly, hence providing improved customer experience.
It gives good reputation to company
Monitoring and measuring set benchmark goals in customer service operation determines the
percentage of customer satisfaction rate. By reaching and exceeding benchmark, company
keeps an image and push quality of customer service higher. It enhances your business
reputation and encourages more customers.
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