Sie sind auf Seite 1von 8

HND

Hospitality Management

C u s to m e r S e r v i c e Session

Evaluation

Lecturer: C.Ugoji

Lesson Objectives
Understanding customer service policies within the business and services context

Evaluation: purpose; sources of feedback; accuracy; relevance; reliability; validity; methods of data collection; improvements; staff training and development

Lecturer: C.Ugoji

Purpose

Customer service evaluation is a process of finding out which services provided by the company have been valued the least and most by its customers. It also helps you to determine the level of satisfaction that the customers receive from the services provided.

Customer service evaluation helps you in allocating your resources more efficiently and enables you to improve the services you are offering to your customers, while meeting their specific requirements.

Lecturer: C.Ugoji

Process
Decide time of assessment You should conduct assessments as and when the management requires. The time and frequency of these evaluations should be clearly decided and mentioned in the customer service plan. Design the evaluation process It should identify the purpose of evaluation, clarify the services being evaluated and identify the customer groups that will be involved in the assessment. The scope of work must be defined and should include data collection methods, techniques used for analysis, reporting plans, information dissemination, the time schedule and budget.

Lecturer: C.Ugoji

Process (cont.)
Conduct the evaluation Using outside assistance or in-house resources or a combination of both methods. The evaluation could be carried out in the form of formal customer surveys, fast appraisal methods, document reviews, or participatory appraisal methods.
Analyse and cascade the results of the assessment to the employees and engage them in discussion to improve their performance in future. The assessment will provide you with information on the areas that need improvement and help you to take remedial actions in problem areas.

Lecturer: C.Ugoji

Methods of Customer Service evaluation


Check out questionnaires (Marketmetrix, SALT, GSTS, HeartBeat)

AA audits
Mystery guests Internal company audits Social media (Tripadvisor, Booking.com Corporate Guest Relations

Staff feedback
Lecturer: C.Ugoji 6

Methods of Customer Service evaluation

The most important thing you must do is to make your staff realize the importance of customer satisfaction that can be

gained through efficiency, cooperation and being courteous to


customers and clients. Customer problems must be brought to attention as soon as possible so that remedial actions can be

taken.

Lecturer: C.Ugoji

Review

Lecturer: C.Ugoji

Das könnte Ihnen auch gefallen