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To Measure We Need Knowledge and Understanding
Completion requirements
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To be competent at monitoring and solving customer service problems you need to know and understand:
- Organisational procedures and systems for dealing with customer service problems.
- Organisational procedures and systems for identifying repeated customer service problems.
- How the successful resolution of customer service problems contributes to customer loyalty with the external customer and improved working relationships with service partners or internal customers.
- How to negotiate with and reassure customers while their problems are being solved.
What Is Monitoring – The process of continually assessing a project’s progress towards its objectives. Monitoring focuses on inputs, outputs, and targets.
What is Evaluation – it focuses on the effectiveness of a project etc. at a specific point of time. Focuses on the outcomes achieved in respect of the objectives.