Framework for Monitoring Customer Service

Customer Relationship Management
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Student (Other), Azerbaijan

Framework for Monitoring Customer Service

Dear all, please let me know what is an approproate framework for monitoring customer service.
Thank you in advance for your help. Miragha.

  Omphemetse K. Sebego, Botswana

Customer Service Monitoring Methods

Different initiatives such as dipsticks, mystery shoppers and customer satisfaction surveys (SERVQUAL) could be employed to monitor CS delivery.

  Westrik, Netherlands

Mystery Shopper and Customer Complaints

I don't know about any framework for monitoring CS, but during my internship CS is measured by means of mystery shoppers, just as Omphemetse mentioned.
I think customer complaints have to be taken into account as well, though only a small percentage with complaints will actually complain to the company directly.
I'm curious too if there are other frameworks available!

  cernay maria
etudiante, Algeria

Tools to Monitor Customer Services

In my opinion we can use one or more tools to monitor customer services. The choice depends on the resources that are av...

  Dr. Sapna Dadwal
Professor, India

Methods of Monitoring Customer Service

In my opinion in addition to the above written methods CS can also be monitored in the following ways: 1. By evaluating...

  Ahmed Khator
Manager, Kenya

CS Monitoring Methods: Zero Complaints

If your company can concentrate on provision of quality goods/services you are automatically monitoring CS. So monitor y...

  Praneet Varma
Manager, Indonesia

Generic Process for Monitoring CS

Here is a draft CS monitoring process. The steps can be adapted to your specific situation 1. Conduct an initial - open...

  Mary Grace Mabunga
Student (MBA), United Kingdom

Monitoring CS by Call Back to the Customer

@Westrik: Besides using mystery shopper I believe giving a call back to the customer is also one way to effectively moni...

  Westrik, Netherlands

Re: Call Back to the Customer

@Mary Grace Mabunga: I totally agree with your addition. However, there is an important implication when you're willing...

  Mary Grace Mabunga
Student (MBA), United Kingdom

Regarding Call Back

@Westrik: In my 14 years of dealing with clients, I have never even once received a complaint as to calling them and ask...


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