Element 3:Evaluate customer service Focus groups Review satisfaction with Data analysis 3.1 service delivery using appropriate methods Product sampling that produce verifiable data Sales data review. 3.2 Compare systems, records and reporting Data analysis may include: procedures in order to identify and report on Data sampling any changes in customer satisfaction Statistical analysis 3.3 Evaluate and report on customer service evaluation outcomes to designated groups or Comparison between current and previous research. individuals Service levels may relate to: 3.4 Obtain agreement on appropriate course of Service quality action to take to overcome problems and adjust products and services in consultation Customer satisfaction with designated individuals or groups Staff attitude Appearance of venue, staff, etc. Atmosphere of venue Responsiveness of staff to customer requests Delivery times Prices or costs Product or service availability Courtesy and politeness. Customers’ needs may relate to: Advice or general information Specific information Complaints
Element 3:Evaluate customer service 3.1 Review satisfaction with service delivery using appropriate methods that produce verifiable data 3.2 Compare systems, records and reporting procedures in order to identify and report on any changes in customer satisfaction 3.3 Evaluate and report on customer service evaluation outcomes to designated groups or individuals 3.4 Obtain agreement on appropriate course of action to take to overcome problems and adjust products and services in consultation with designated individuals or groups Focus groups Data analysis Product sampling Sales data review. Data analysis may include: Data sampling Statistical analysis Comparison between current and previous research. Service levels may relate to: Service quality Customer satisfaction Staff attitude Appearance of venue, staff, etc. Atmosphere of venue Responsiveness of staff to customer requests Delivery times Prices or costs Product or service availability Courtesy and politeness. Customers’ needs may relate to: Advice or general information Specific information Complaints
AM_Maintain_quality_customer_service_refined.docx