P3CS11-1
In this tutorial you will learn:
- Some of the various methods and techniques that can be used for monitoring the quality of customer service interactions.
- Different channels for customer service interactions.
- About what actions to take if improvements to interactions are needed.
Table of Contents
- Tutorial Video
- Reading Materials
- ‘5 Steps for Monitoring Your Customer Service Practices’ from the Vocal Com website.
- ‘Monitoring, measuring and managing customer service’ by Chong Hannah Goodman and Gary Goodman, published by John Wiley and Sons.
- ‘Probability sampling’ webpage from the Laerd Dissertation website.
- ‘Representative Sample: Definition, importance, & how to obtain a representative sample with examples’ on the eHow website.
- Presentation
- Good Practice Example
- Click on the link to watch ‘5 keys to implementing a successful customer service strategy 4/5 - monitor and give feedback’, produced by Impact Learning. Click to watch a video on ‘How to make quality monitoring of calls work’, produced by eHow.
- Click on the link to watch ‘5 keys to implementing a successful customer service strategy 4/5 - monitor and give feedback’, produced by Impact Learning. Click to watch a video on ‘How to make quality monitoring of calls work’, produced by eHow.
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Click to read ‘Managing and measuring for value: The case of call centre performance’ by Bernard Marr and Andy Neely, produced by the Cranfield University school of management.
- Find and read: Chapter three ‘Listening to customers’, chapter seven ‘Training and development for customer service’, and chapter nine ‘Recognition and reward’ in ‘Customer care excellence: How to create an effective focus’ by Sarah Cook, published by Kogan Page. N.B. You should be able to borrow this book from your local library.
- Think And Challenge
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Berkshire, SL3 6EY