Count customer complaints tallying up the number of

into action steps to improve our customer service department.
Count Customer Complaints
Tallying up the number of complaints we receive from customers in a given period is a
straightforward way to measure customer service effectiveness. It also is useful to count complaints
that make it to the managerial level. In other words, when customers aren’t satisfied with responses
from our customer service personnel, they may escalate the matter to a supervisor. Count up these
instances and set a goal for reducing the number of customer service interactions that turn into
complaints.
Speed of Resolution
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Another way to measure customer service effectiveness is to measure the time it takes to resolve
customer problems. This is not the length of phone calls. Rather, it is the amount of time it takes to get
a replacement product, refund or other solution to the customer. Start by measuring our current
average time, then set goals of shortening that time. The shorter the wait for a solution to a customer’s
problem, the better he will perceive our company. Make it clear to our customer service
representatives that we are measuring this factor, and they will become more sensitive to the amount
of delay they cause customers.
9. Discuss a range of examples of methods used for obtaining feedback from customers.
1. Surveys
2. Feedback boxes
3. Reach out directly
4. User activity
5. Usability Tests
10. What industry or accreditation schemes exist that can be used by your workplace to improve
customer service?
Commitment
Commitment to invest in people to achieve business goals
Planning
Planning how skills, individuals and teams are to be developed to achieve these goals
Action
Taking action to develop and use necessary skills in a well-defined and continuing programme
directly tied to business objectives
Evaluating
Evaluating outcomes of training and development for the progress of individuals towards their goals,
the value achieved and future needs.
11. Looking at your own organisation or thinking hypothetically, what policies and procedures
assist in ensuring quality customer service?
Following policies and procedure assist in ensuring quality service:

Excellence in serving all customers including persons with disabilities.

Ensuring that its working, living and learning environments are maintained free from
discrimination.

Providing accessible service for its employees and customers
.
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12. Describe the objectives, components and comprehensive details of consumer protection laws
that relate to customer service for your industry .
What do they say about your business’s responsibility for?
 Nominating and charging cancellation fees?
Under Australian Consumer Law , businesses who charge cancellation fees are required to have a
Cancellation Policy. The policy should include:

Terms & Conditions, usually provided on the business website;

The process required to cancel a booking. For example, you must provide reasonable notice to