Monitoring Customer Service Performance (2 - P4)

Monitoring Customer Service Performance (2 - P4)

Unit 2: Principles of Supervising Customer Service
Amy Brown
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Slide 1: Tekstslide
HospitalityUpper Secondary (Key Stage 4)BTEC

In deze les zitten 8 slides, met interactieve quizzen, tekstslides en 2 videos.

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Monitoring Customer Service Performance (2 - P4)

Unit 2: Principles of Supervising Customer Service
Amy Brown

Slide 1 - Tekstslide

Deze slide heeft geen instructies

What 3 methods of managing customer service performance did we discuss last week?

Slide 2 - Woordweb

Deze slide heeft geen instructies

Slide 3 - Video

Deze slide heeft geen instructies

Mystery Shopper
https://www.insight6.com/customer-experience-reviews/

https://goaudits.com/checklist/hotel-mystery-shopper-checklist/906/54/

https://www.mysterydining.net/


Slide 4 - Tekstslide

https://www.insight6.com/customer-experience-reviews/
https://goaudits.com/checklist/hotel-mystery-shopper-checklist/906/54/
https://www.mysterydining.net/
What are customer service standards?

Slide 5 - Woordweb

Deze slide heeft geen instructies

Slide 6 - Video

Deze slide heeft geen instructies

How can a business benefit from measurable customer service? 



https://www.linkedin.com/advice/0/how-can-you-benefit-from-measurable-customer

Slide 7 - Tekstslide

https://www.linkedin.com/advice/0/how-can-you-benefit-from-measurable-customer
Assignment Layout
Introduce Assignment
Introduce the idea of monitoring customer service; 
- The purpose of monitoring the performance of customer
- Benefit to the company  
- Monitoring customer service must be in line with the company standards
Give examples of 3 different hospitality businesses focusing on the 3 methods below:
- mystery shopper 
- observation 
-comment card. 
Conclusion

Slide 8 - Tekstslide

Deze slide heeft geen instructies