BTEC Level 3 Business Unit 14: Investigating Customer Service B1 Monitoring and Evaluating Service

This full lesson covers B1 Monitoring and Evaluating Customer Service Provision for BTEC Level 3 Business Unit 14: Investigating Customer Service, including;

Using research from customers to identify improvements and monitor complaints.
• Monitoring using:
o customer profiles, data, e.g. types of customer, products or services provided,
customer care and service
o sources of information, e.g. customers, colleagues, management
o methods, e.g. questionnaires, comment cards, quality circles, suggestion boxes,
staff surveys, mystery shoppers, recording and sharing information.
• Evaluating customer service, including:
o analyse responses, e.g. level of customer satisfaction, quality of product or service,
meeting regulatory requirements, balancing cost and benefits
o planning for change, resolving problems/complaints.