Customer Service Evaluation

1. customer service evaluation
UNDER THE GUIDENCE
Mr. Vinayak Banakar
(Assistant Professor)
SUBMITTED BY :
AKASH C 01FM19MNA001
SACHIN B 01FM19MBA020
VISHWANATH 01FM19MBA037

2. Companies that conduct customer service evaluations are
looking for honest feedback about the levels of service
their employees provide to consumers.
Companies use this information to strengthen service
training programs, measure the effectiveness of staffers
and improve the way they interact with customers.

3. D
D
D
D
D
WHY ?
1. Learn everything about your company’s products
and services
2. Product improvement
3. Understand your customers
4. Built Customer Relationship

4. 5 DIMENSIONS FOR SERVICE QUALITY
(R-A-T-E-R)
TANGIBLE:
Representing the service physically
ASSURANCE:
Inspiring trust & confidence
RELIABILITY:
Delivery of Promise
RESPONSIVENESS:
Being willing to help
EMPATHY:
Treating customers as individuals

5. DETERMINE
ESTABLISHMENT
COLLECTING
INFORMATION
PLANNING
ANALYSIS OF
RESULT
TAKING ACTION
RE-
EVALUATION
PROCESS OF EVALUATION:
Example : Telecom Service Provider

6. Customer Service Evaluation Tools
1. Online communities
2. Discussion Forums
3. Social Media
4. Automatic Callback
5. Live Chat
6. SMS Text Support
7. Self – Service Site
8. Customer satisfaction surveys
9. Customer portal
10.Mobile App

7. Identify
Communication
Bottlenecks
Improve Products, Services,
Procedures and Staff
05
02
03
04
01
Benefits Customer Service
Evaluation.
Promote Staff- Happiness
Boost Customer
Loyalty
Enhance Brand
Reputation