Customer Service Improvements and Feedback

Flashcards about customer service improvements and feedback based on lecture notes.

What is the purpose of written reports in customer service?

Written reports are used to present the results of customer feedback and to offer recommendations for customer service improvements.

What are some tips for writing an effective report?

Plain English, headings, spacing, diagrams, graphics, tables, charts, accuracy, and proofreading.

What should data collation and reporting in a customer service report include?

Collate data in an easy-to-understand form, identify key problems/weaknesses/issues, and ensure recommendations are actionable and measurable.

What changes may be included to enhance the quality of customer service?

Added services, review procedures or policies, implement KPI, provide training to staff, and rotate staff.

What are examples of ways to obtain customer feedback?

Direct observation, questionnaires, face to face, by phone, social media, and mystery shopping.

Feedback is only helpful if it is what?

Discussed, analyzed, and leads to continual improvement.

Continually improving customer service does what for an organization?

Gives an organization a competitive edge.

How can research and analysis be presented?

Structured reports so that decision-makers in the organization can plan and fund improvements.