BTEC Level 2 ETENDED CERTIFICATE

BUSINESS

UNIT 11: CUSTOMER RELATION IN BUSINESS

PART 4

Know how customer service is provided in business

Monitor and evaluate customer service within an organisation

Assignment Objectives: In this assignment I will:

• Describe hoe customer service can be monitored and evaluated

• Outline how improvement to customer service in an organisation could be made

• Explain how monitoring and evaluating can improve customer service for the customer, the organisation and the employee

• Analyse how monitoring and evaluating can improve customer service for customers, the organisation and the employee

I work for ‘Customer Come First’ and our company specialises in assisting/training other companies provide the best possible customer service to the external and internal customers. I have been asked by the Jet Centre to find out more about the quality of the customer service within the Jet Centres cinema meaning that I will need to collect information about the service on offer within the cinema.
I will need to highlight what is good about the Jet Centres customer’s service and I will also need to make recommendations on what I think the Jet Centre could improve so that they can provide the best and most effective customer service Task 1

Monitoring and evaluating the quality of customer service provided by the Jet Centre should be an ongoing process because the Jet Centre wants to provide the best possibly customer service. To monitor the Jet Centres level of customer service at the Cinema could be done using different methods. If the Jet Centre has monitored their customers they can then evaluate and make judgments based on the facts they have collected meaning that the Jet Centre can make changes to service at the Cinema which all leads to the Jet Centre providing best possibly customer service at the Cinema.

• Informal customer feedback methods

• Questionnaires or comment cards (short and snappy)

• Feedback from staff (customers not happy and not saying)

• Mystery customers

• Customer complains or compliments

Informal customer feedback methods

Informal customer feedback is a face to face feedback whether it’s complained or thank you from the external customers. The interface feedback mostly relies on the employees the jet centre meaning that if the internal customers of jet centres cinema notice a problem they should report so that it can be fixed quickly. The informal customer feedback usually helps the Jet Centres cinema meaning that the informal feedback can give the Jet Centre information about what their customer’s needs and expectations are in the Cinema. The informal customer feedback can be done by the staff asking their customers what went well and what didn’t in the cinema and other time the staff/employees of the Jet Centres Cinema can tell if the external customers are happy through their body language. The informal customer feedback can help the Jet Centre by giving them the opportunity to improve their services so that they are able to provide the best possible customer service to their customers meaning that the Jet Centre can benefit from getting more money through happy customers.

Questionnaires or comment cards

The questionnaires or comment card is one of the methods that can be done quickly in the Jet Centre because they can also be done face to face meaning that the information can be collected right after people see film of their choice at the Jet Centre cinema screens. The questionnaires or comment cards must be short and snappy meaning that they mustn’t have a lot writing in them because they make other customer leave them which they be very simple like a box were customers can tick a box to rate. The Jet Centre can use this method by asking their customer to tick/select to rate their experience in the cinema as they leave through