Monitor, Adjust and Report Customer Service

Learning Name:

Measure and Review Customer Service Standards

Overview

Ideal for team leaders, supervisors, or experienced staff moving into a management or supervisory position within customer service, looking for tools to help them measure and review their customer service standards.

The first and last step in producing quality customer service is measurement. To be able to measure the levels of service, some measure of current service performance is needed. Without measurement of service in the three core areas, it is difficult to know where and how to improve service and satisfy customer expectations.

‘Measure and Review Customer Service’ Standards’ is part of a series of courses designed to give the tools you need to meet and exceed customer expectations.

Objectives

At the successful completion of this course you should be able to:
 Set service standards and document procedures for monitoring performance
 Conduct in-depth customer research, and ensure the quality standards you establish reflect the voice of the customer
 Understand how to manage resources effectively
 Consult regularly with employees and stakeholders to ensure a consistent flow of feedback is achieved
 Utilise reports to ensure progress is being made towards the set customer service standards

Duration

1 to 1.5 hours (nominal)