Monitoring Customer Service Performance (2 - P4)

• Hospitality
• Upper Secondary (Key Stage 4)
• BTEC

Monitoring Customer Service Performance (2 - P4)

Unit 2: Principles of Supervising Customer Service

Amy Brown

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

Mystery Shopper

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

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

https://www.mysterydining.net/

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?

How can a business benefit from measurable customer service? 

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

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