Customer Service

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Recommended: Monitoring and evaluation of customer service

Customer Service

When assessing the quality of customer service, there are many methods of gaining information, it is said by Mclean-conner (2006) that generally a combination of different methods will provide the best knowledge of your customers.

Transactional Survey

Mclean-conner(2006) states that a transactional survey is only a survey of the customers that have been in recent contact with the company. These are said to run for no longer than a week at a time and should last around 15mins. These surveys will usually start with a main question to rate the customers overall satisfaction with the company. Then they will go on to questions on accuracy, satisfaction of the service they received and information they received into more detail.

Real time surveys

Mclean-conner(2006) says that these surveys are completed at the end of a customers transaction. These are usually surveys which use IVR interactive voice response to select customers at random to ask the customers brief questions. The advantage of real time surveys is you can gain information on the recent changes of the company, however many customers have a negative view over IVR systems and they may think negatively towards the company if they were asked to take part in one.

Focus Groups

Mclean-conner (...

... middle of paper ...

...at itself can do about this except to advice the clients to come early to avoid missing there appointment.

Using a customer meeting as a method of gaining information went well. All the information that was needed to be gained was forthcoming and has been very useful in providing an incite in to the retreat from the clients perspective. This method worked well on the clients and they were very responsive as they felt they were getting involved. They were more than willing to take part in the meeting probably because this took part after there treatment when they were relaxed and pleased with the result of there treatment.

Bibliography

McLean-Conner .P (2006) Customer Service: Utility Style. Oklahoma. PennWell Corporation.

Woods .A, Hebron .L and Bradley .S (2001) Customer Service. Oxford. Heinemann.

Hague .P (1993) Questionnaire Design. London. Kogan Page.

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