Pay attention to the tone and manner your representative uses to discuss the situation with the customer. Here's how to calculate it: For any given day, week, or month, count how many individual situations each representative handled.
Then break these down by media -- e-mail, phone, and letter. Remember, the time it takes to resolve an issue via e-mail will differ greatly from the time it takes to resolve the same issue via phone. Finally, average the response times by medium -- e-mail, phone, and letter. Review it for the obvious: grammar, misspellings, effectiveness of presentation, and politeness.
Use Mystery Shoppers Mystery shopping is a growing phenomenon being used by many companies in order to evaluate the quality of customer service and overall customer experience received.
Developing and maintaining a high level of customer satisfaction is an important part of any organization's strategy and operating plans.