4. Quality Standards
the establishment of quality standards such as ISO 9001 means that the customer will know what to expect from the customer service of a business.
The standards will need to be carefully monitored to ensure that they are being met and they also require external auditing by independent body to confirm compliance.
Monitoring and improving customer service
It is vital that the standards of customer service are carefully and continuosly monitored to ensure consistency and to make any amendments as the needs and expectations of the customer change over time.
Methods of monitoring customer service include:
Mystery shoppers, Customer Satisfaction surveys, Focus groups, Feedback logs
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