Framework for Monitoring Customer Service

			
			              Customer Relationship Management > Best Practices > Framework for Monitoring Customer Service
			            
			              Framework for Monitoring Customer Service
Babayev, Student (Other), Azerbaijan, Member
Dear all, please let me know what is an approproate framework for monitoring customer service.

Thank you in advance for your help. Miragha.
			            
			                  			Customer Service Monitoring Methods

															Omphemetse K. Sebego, Manager, Botswana, Member
Different initiatives such as dipsticks, mystery shoppers and customer satisfaction surveys (SERVQUAL) could be employed to monitor CS delivery.
			                  		
			                  			Mystery Shopper and Customer Complaints

															Westrik, Student (University), Netherlands, Member
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!
			                  		
			                  			Tools to Monitor Customer Services

															cernay maria, etudiante, Algeria, Member
			                  		
			                  			Methods of Monitoring Customer Service

															 Dr. Sapna Dadwal, Professor, India, Member
			                  		
			                  			CS Monitoring Methods: Zero Complaints

															Ahmed Khator, Manager, Kenya, Member
			                  		
			                  			Generic Process for Monitoring CS

															Praneet Varma, Manager, Indonesia, Member
			                  		
			                  			Monitoring CS by Call Back to the Customer

															Mary  Grace Mabunga, Student (MBA), United Kingdom, Member
			                  		
			                  			Re: Call Back to the Customer

															Westrik, Student (University), Netherlands, Member
			                  		
			                  			Regarding Call Back

															Mary  Grace Mabunga, Student (MBA), United Kingdom, Member
			                  		
											Read all responses and join this discussion yourself. 
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	                            Customer Relationship Management
	                          
	                                Summary
	                                ForumRelationship Between Employee Retention and Customer Relationship Management
Why Customer Relationship Management? What Makes CRM Viable?
CRM in University Set Up
Business Relations in Corporate America
The CRM-paradox by Nguyen
CRM in a Monopoly Situation
CRM in Military Organizations?
Healthcare CRM Models?
6 Markets Model (Payne, 1995)
CRM Practices in FMCG Sector
Customer Relationship Management as a Strategic Development Philosophy
Managing Customer Complaints
Relationship with Company or with Employees?
Stages of Customer Service Transformation
Start CRM with Fixing Fragmented Customer Service Processes
Advanced Customer-Oriented Strategy: Customer Advocacy
An Extreme CRM Case: Front Office
Increasing Student Retention using Higher Education CRM
Six Relationship Management Interaction Processes (Geersbro and Ritter) for International Relations
Customer Relationship Management Metaphor
More CRM Strengths / Benefits
Tool to assess CRM maturity?
Customer Relationship Management History
CRM in Government

												              Best Practices
												            
		                          	CRM: What Forms a Strong Customer Relationship?
Framework for Monitoring Customer Service
What is the Impact of CRM on Organizational Performance?
Theories of Customer Relationship Management (CRM)
Rethinking Call Centers
Customer Intimacy > WHY?
Social Customer Relationship Management | Social CRM
CRM in a Non-profit Context