To Measure We Need Knowledge and Understanding

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 contribute 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 – Focuses on the effectiveness of a project etc. at a specific point of time. Focuses on the “outcomes” achieved in respect of the objectives.

What to Monitor and Measure

The target should be issues that are of most concern to the institution and those which are important to the customers.

• Are our customers getting what they need?
• Are the customer rights being adhered to?
• Is the service up to or exceeding the standards we have put in place?
• What is the cost of poor quality?
• Are problems, which happen frequently, having a substantial impact when they occur?
• Customers’ quality concerns – in practical terms:
  • Job not done right
  • Too slow
  • Indifferent personnel
  • Unqualified personnel
  • Lack of courtesy

What value is being added? If we discontinued this activity or service, what would the impact be on the customer?

What are the costs in adding this value?

Click here to view a video on how to measure customer satisfaction.