How to Assess Customer Service
In a modern world where there's little to distinguish one typical product from another---or when you can purchase any sort of restaurant food you want in the space of one city block---customer service often makes the difference between returning clients or unhappy shoppers who then tell their friends about their negative experiences. Keeping track of how well your customer service agents are doing boils down to keeping in as close touch with your customers themselves as possible.
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Instructions
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Collect and analyze customer service metrics. These include the number of customers served over a certain period of time, the number of complaints received and the number of those complaints that are satisfactorily resolved. Other important statistics that will help you assess the success of your customer service include how frequently you have return customers and how often they refer friends and colleagues.
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Provide as many opportunities for customers to give feedback as possible. These include comment or feedback cards displayed around your facility and feedback forms available online or distributed at the conclusion of a particular program or experience. You may also find ways---such as phone surveys or a group question-and-answer session---of directly asking your customers what they enjoyed about their experience and asking them to evaluate the customer service they received. The happier the customers are, the better the customer service.
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Observe customer-customer service agent interactions. Listen to customer tone and response. Note whether the customer service agent remains positive (for example if she doesn't know the answer to a question, the answer should be "I'll find out" or "I'll find somebody who knows" as opposed to "I can't help you, sorry") and whether she pursues every reasonable avenue to leave the customer satisfied. Customer service is as much about how you do things as what you're actually doing, so sometimes personal observation is the only way to quantify it.
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