Monitoring the delivery of customer service

How to monitor the delivery of customer service
Amy Brown
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HospitalityFurther Education (Key Stage 5)

This lesson contains 21 slides, with interactive quizzes, text slides and 1 video.

Items in this lesson

How to monitor the delivery of customer service
Amy Brown

Slide 1 - Slide

Why is customer service important for a business?

Slide 2 - Mind map

Can you think how hospitality businesses e.g. restaurants, hotels, pubs etc monitor/measure customer service? Give an example

Slide 3 - Mind map

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Customer Service Standards
What are customer service standards? These standards represent a level of quality that your business follows to provide customer service. They are the guidelines that drive customer interactions. This includes everything from how you greet customers and handle customer complaints to what type of customer service training your employees receive.

Slide 7 - Slide

Why customer service standards are important
Customer service standards give customers a clear idea of what to expect from your organization. They also give agents a set of guidelines to follow when interacting with customers. Setting standards around key principles of customer service, like responsiveness and accountability, show customers that their satisfaction is your main priority.

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Slide 10 - Link

Mystery Shopping

Slide 11 - Slide

Mystery Shopper 
Sample - Paperwork & Phonecall https://www.advancedfeedback.com/restaurant/ 

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1

Slide 16 - Video

01:07
Do unhappy customers always complain?
Yes
No
Dunno

Slide 17 - Poll

Slide 18 - Slide

Guidance/Layout
Introduce Assignment 
Introduce the idea of monitoring customer service; it's purpose and techniques used
Give examples in the hospitality industry  focusing on mystery shopper, observation & comment card
Conclusion

Slide 19 - Slide

Consider....

Type of data? Primary v Secondary Quantitive data v Qualitative?
Mystery Shopping:
Assess the performance of staff and the CX/UX
Fair, unbiased, detailed feedback.
Used by Visit Britain and Tourism NI is assessing grading and standard.
Questionnaires/ comment cards/ feedback forms:
Most common method for monitoring and evaluating.
Comment Cards can be quantitive or qualitative
Observation:
Managers/Supervisors commonly use to monitor teams development.
Appearance, attitude, product knowledge, compliance.





Slide 20 - Slide

Mystery shopper
This uses an unidentified customer to test the service of the organisation. The individual will check that standards are maintained, working to brief and check list. Mystery shoppers are not experts; they need by necessity to remain customers so, although the individual shoppers tend not to be professionals, the company they work for is professional.

Slide 21 - Slide