P5.

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2 1.Client protection principles 2.Principle #7 in practice 3.The client perspective 4.Participant feedback 5.Tools for improving practice 6.Conclusion.
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Presentation transcript:

P5

Monitoring Customer Service - Methods Informal customer feedback e.g. a waiter asking a customer how their meal was – the response from the customer is the feedback Customer questionnaires / comment cards Staff feedback Mystery customers Complaints and complaint letters from customers

Evaluate Customer Service Investigation Method Level of sales Check sales figures Analyse by product and branch Repeat customers Check customer accounts to find out if they are returning to your store New customers Check number of new customers – this should also lead to higher sales (more revenue / profit) Level of complaints / compliments Check number of records of complaints / compliments – if there are more complaints then the method of improving customer service is not working Staff turnover How many members of staff are leaving over a given period of time. More is not good.

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