Monitoring complaints
Effective monitoring of the standard of customer service is extremely important for the business and customers.
The service provided by the business needs to be of a high standard to ensure success.
The comments received from customers can be used to promote the outlet and improve the reputation of the business.
Information gathered from customers helps to build customer profiles.
Knowing customer’s likes and dislikes means that the outlet can then adjust the service to meet their needs and exceed their expectations.
If the customer is satisfied with the service that they have received they are more likely to return, generating revenue for the business.
Monitoring standards will help to identify any areas of weakness.
When these issues are addressed, improvements will be made in the quality of service and standard of products provided which will have a positive impact on the business.
Staff who have provided a good standard of customer care can be rewarded and this will motivate other staff members and improve staff morale.
It also provides the opportunity to identify training needs for staff that are not providing a high standard of customer care.
It is important to remember that customers’ needs and preferences change over time.
Ensuring that feedback is obtained on a regular basis will help the business to meet their ever changing needs and demands.
