Monitoring the delivery of customer service

• Hospitality
• Further Education (Key Stage 5)

How to monitor the delivery of customer service

Week 4  

Amy Brown

How do hospitality businesses measure the quality of customer service in their business?

Why is customer feedback important to a hospitality business?

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.

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.

Mystery Shopping

Mystery Shopper 

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

01:07

Do unhappy customers always complain?

Yes

No

Dunno

Observation

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.

Comment Card

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

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.