Monitoring the delivery of customer service

How to monitor the delivery of customer service
Week 4  
Amy Brown
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Slide 1: Tekstslide
HospitalityFurther Education (Key Stage 5)

In deze les zitten 19 slides, met interactieve quizzen, tekstslides en 1 video.

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How to monitor the delivery of customer service
Week 4  
Amy Brown

Slide 1 - Tekstslide

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

Slide 2 - Woordweb

Why is customer feedback important to a hospitality business?

Slide 3 - Woordweb

Slide 4 - Tekstslide

Slide 5 - Tekstslide

Slide 6 - Tekstslide

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 - Tekstslide

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.

Slide 8 - Tekstslide

Slide 9 - Tekstslide

Mystery Shopping

Slide 10 - Tekstslide

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

Slide 11 - Tekstslide

Slide 12 - Tekstslide

Slide 13 - Tekstslide

Slide 14 - Tekstslide

1

Slide 15 - Video

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

Slide 16 - Poll

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

Slide 17 - Tekstslide

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 18 - Tekstslide

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 19 - Tekstslide