N2CPCS1-5
Table of Contents
Case Study
Misha is a customer service assistant at a bookshop: the bookshop has a high street shop and an online shop. Misha is responsible for advising and serving customers in the shop, and also dealing with inbound calls and emails from online customers. Misha would like to get an insight into how well she is delivering customer service in her role and areas in which she can improve in, in preparation for a review with her manager.
- If you were Misha, what methods would you use to measure customer satisfaction – both in the shop, and online?
- Consider how your company gathers customer service feedback, who evaluates it, how often this is done, and any changes that have taken place following the evaluation. Think of any improvements you could make to the collection of customer feedback at your organisation.
It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.