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Evaluating and reporting on customer service

Business training program

"Evaluating and Reporting on Customer Service" is a comprehensive training course designed to equip participants with the necessary skills and techniques to assess and report on the quality of customer service within organizations. This course delves into various evaluation methods and reporting techniques essential for enhancing customer satisfaction and organizational success.


Learning Objectives

  • Understand the importance of evaluating customer service in maintaining competitive advantage.

  • Learn different evaluation methods and tools used to assess customer service performance.

  • Develop proficiency in analysing customer feedback and identifying areas for improvement.

  • Master the art of preparing comprehensive reports on customer service performance.

  • Explore strategies for implementing actionable recommendations based on evaluation findings.


Target Audience

This course is suitable for customer service managers, quality assurance professionals, frontline staff, and anyone involved in assessing and improving customer service standards within their organization.


Course Content

  1. Introduction to Customer Service Evaluation: Importance and Benefits.

  2. Methods of Evaluation: Surveys, Mystery Shopping, Feedback Analysis.

  3. Data Analysis Techniques: Quantitative and Qualitative Analysis.

  4. Report Writing: Structure, Content, and Presentation.

  5. Action Planning: Implementing Changes Based on Evaluation Results.


Expected Outcomes

  • Effectively evaluate customer service performance using various methods.

  • Analyse customer feedback to identify strengths and areas for improvement.

  • Prepare clear and actionable reports on customer service performance.

  • Implement changes and improvements to enhance overall customer satisfaction and loyalty.

The course will be delivered through a combination of interactive lectures, case studies, group discussions, and practical exercises. Participants will also have access to course materials, including templates for evaluation forms and report writing guidelines.

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