How to Evalualte Customer Servce

Informal Feedback- Managing employee performance is not necessarily restricted to formal appraisal interviews. when you finish a meal and a waiter asks you if everything was fine, this is a cheap, easy and informal way of getting customer feedback. others method is include watching customers as they enter and leave and chatting to them.

Customers Survey/Questionnaires/Comment Cards- the waiter may forget to relay your comments back to the chef or the manager, many restaurants preferto put a comment card on your table and ask you to complete if they have a comment or suggestion to make. Questionnaires may be sent more widely to existing customers and previous customers who have not made a purchase for some time to find out why.

Staff Feedback- Staff feedback is valuable for two reasons. first, many staff deal directly with external customers. they can therefore pass on comments made by customers both positive and negative. second staff are internal customers, so their views are also important.

Mystery Customers- Some retailers employ mystery customers to visit their own stores to assess staff. they may also check competitors stores to compare service levels. they will be interested in factors such as speed of service, the way in which the service was delivered and finally the quality of the finished result.

Complaints and Compliment Letters- if a customer's makes a complaint, either by telephone or letter, this indicates a possible problem area. if several complaints are received about the same thing, there is obviously a serious problem that needs immediate attention. this is why organisation record the complaints they receive and then check them to see if there are any common factors.

Customer Service Memo

First Direct
Memo
To: ALL STAFF
From: Yassir Khan
CC: Georg Coakley
Date: 09/11/2009
Re: customer service

What is customer service?

Customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long. Customer service is to-do with answering your phone. Making sure someone is there to pick the phone up when it rings, listen to your customers and making sure you’re capable to deal with their complaints.

What is first directs mission statement? Is it linked to delivering good customer service?

At first directs mission statement is ‘pioneering amazing service’. This means that
Customer service is used to set the direction for the business. In other words, customers come
First. This is not an empty slogan. Market research shows that, in terms of customer satisfaction.

First direct is the UK’s number one bank. It confirms that the bank has a reputation for
Quality customer service. This has also been demonstrated by comparative studies. The bank
Was the leading performer in the Top 50 Call Centres for Customer Service benchmarking
Programme and it came top in the Finance Sector in the Institute of Customer Services (ICS)
Satisfaction Awards. To achieve customer satisfaction, first direct sets and monitors service standards. For
Examples, four out of five calls are answered within 20 seconds. As you could see first direct has got priority for there customers and employees, I have got this information from the times website.
www.thetimes100.co.uk
What are the four main elements of goods customer service at first direct?
To maintain these standards first direct identifies what customers expect from banks in terms
of customer service provision. It then builds these customer expectations into the services it
Provides. For example, this involves:

Ensuring first direct colleagues are courteous and informed – that they know about the
Bank’s products and services-

This means first direct will have to train their staff and make sure they know what they are doing when it comes down to bank’s products and services.

Dealing with any complaints promptly and fairly-

This means they would have to be polite to all their customers and also should deal with the complaints fairly.

Following up sales-

Making sure if there is a call where someone needs help with something is should then be dealt with.
Offering informed guidance on any products that are available (subject to financial
Regulations)

If customers are wanting some guidance employees should then have guidance for them and therefore help them solve their problem.

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