Evaluating your efforts

How can you know if your customer service is up to par? You may hear negative feedback if something goes wrong and a disgruntled customer writes a letter to management. However, you want to know how you are doing before things get out of hand.  You need to conduct an evaluation.

There are several assessments that are important:

  • Staff performance
  • Customer satisfaction
  • Identify customer requirements

Periodic evaluations and audits of your customer service efforts will ensure that you are meeting your customer service targets.

You can conduct these assessments in many ways. One way is to hire an outside firm that specializes in customer experience assessments (mystery shoppers). Another is to have outside companies administer specialized questionnaires to your customer service staff.  Yet another way is to have customer panels to evaluate the customer experience and to identify what is most important to your customer base.

Whatever method you choose, evaluating your customer service performance is one of the best ways to ensure that you are meeting your customer expectations.


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