U11 P5, M4 and D2

Assignment – [P5, M4 AND D2]

P5 :Describe how customer service can be monitored and evaluated

a)    Write and introduction - As with most of your assignments, it should include a brief introduction.  This should explain what you are going to write about and how you will answer the assignment question.  Use the assignment question to help you compile the introduction.

b)   Explain why businesses monitor and evaluate customer service.

c)    Define what is meant by ‘monitoring customer service’.

d)   Define what is meant by ‘evaluating customer service’.

e)    Give examples of different ways an organisation can monitor customer service.  This will include:

·            Compliment letters

·            Complaint letters

·            Formal customer feedback e.g. questionnaires and comment cards.

·            Informal customer feedback e.g. comments from customers.

·            Mystery shoppers

·            Staff feedback

f)    Give examples of different issues that might be monitored by manufacturers and retailers e.g. speed of delivery.

g)    Give examples of different issues that might be monitored by service providers e.g. quality of service.

h)    Give examples of different ways in which customer service is evaluated.  This will include:

·            Level of sales

·            Repeat customers

·            New customers

·            Level of complaint and compliment letters

·            Staff turnover                                            

U11 M4 Explain how monitoring and evaluating can improve customer service for the customer, the organisation and the employee.

a)    Link the value of monitoring and evaluating to the improvements that organisations might make to customer service. 

b)    Explain how an organisation can make improvements to customer service for customers e.g. quality of service and reliability.

c)    Explain how an organisation can make improvements to customer service for employees e.g. by using Frederick Herzberg’s management theory to achieve employee job satisfaction. 

Explain how an organisation can make improvements to customer service to benefit the business e.g. improve the way they train their employees.          [M4]

U11 D2 Analyse how monitoring and evaluating can improve customer service for the customer, the organisation and the employee

a)    Analyse the value of monitoring and evaluating to the improvements that organisations might make to customer service. 

b)    Analyse how an organisation can make improvements to customer service for customers e.g. quality of service and reliability.

c)    Analyse how an organisation can make improvements to customer service for employees e.g. by using Frederick Herzberg’s management theory to achieve employee job satisfaction. 

d)    Analyse how an organisation can make improvements to customer service to benefit the business e.g. improve the way they train their employees.          

e)   Write a conclusion. [D2]