Techniques For Evaluating A Successful Customer Service...

1. Techniques for evaluating a successful customer service operation are as follows:- i. Commitment to Quality – ETA has set a specific standard to ensure complete customer satisfaction by reducing, eliminating many customer’s callbacks or recalls. With the help of surveys conducted and logs kept by individuals companies, the standards of the company can be revised to a level that accurately measures and improves upon customer satisfaction which can only be achieved by the data taken from tests and measurement tools that are converted into specific procedures to resolve problem and improve customer request response. The preferred response time in responding to and resolving a customer request should not be more than 24 hours. ii. Focused†¦show more content†¦Monthly or biweekly discussion groups, meetings, or seminars on performance of products or services could provide the ideas and strategies required to power the continuous improvement cycle. v. Integrity – It requires the authority and empowerment to make decisions and carry out tasks without requiring a superior’s seal of approval. The customer service agent should be able to authorize refunds, exchanges, repairs or upgrades based in established principles. This not only speeds up customer service response time, but also empowers and engages the specialist in the integral running and success of company. 2. The three distinct groups of customer service functions are – i. General Customer Support – Staffed primarily by generalists and non-technical personnel. They also provide front line assistance such as â€Å"walking† the customer through the owner’s manual, assessing the nature of interest-technical or non-technical, and responding to literature requests and other general issues. ii. Technical Customer Support – Staffed by technicians and engineers that provide technical assistance in the areas of application,installation,on-site repair and maintainance,user information, site repair and customer assistance. iii. Customer Satisfaction Monitoring – This includes surveys and asks for feedback