Customer Service Standards at Organisations - 3296 Words

Introduction In this I will explain how customer service standards are planned, implemented and monitored and the impact this has on the operation of Asda. My research will come from the internet, magazines and books. Customer service standards of Asda Refund policies: [pic] Asda informs customers on how to cancel and conditions of cancelling. Asda informs customers on the period on returns Asda has up to 7 days under the delivery distance and 7 to 28 days after delivery products which can not be delivered unless they are faulty, return of damaged, products that might be faulty or information might not be correct. [pic] Asda has the same refund policy as tesco. This good because they are competing with the market leader by†¦show more content†¦Such measures are commonly used to help an organization define and evaluate how successful it is, typically in terms of making progress towards its long-term organisational goals. Some example of qualitative performance indicators in Asda: Sales and profit Asda works out regularly if there sales and profits have increased or decreased. If asda see that that their sales are going down then they start to do promotional offers or special offers to try and make there sales and profit level higher. The customer service standards of asda are high so that will improve their customer service. [pic] http://groceries.asda.com/asda-estore/index.jsp This is an example of promotional offers to try and make their sales and profit for Asda go higher. Customer satisfaction surveys Asda do customer service satisfaction surveys to find out customer opinions for example how are their customer service standards in Asda and customer service complaints Asda do customer satisfaction surveys in order to improve their customer service. Also if the profit and sales levels of Asda decrease they can give surveys out to customers in order to make profit and sales levels go high. Employee appraisals Asda do employees appraisals in order to inform their employees on what they have done badly and good and to make improvements on their performance. Asda do this in order to improve employee performance and to improve their customer service. For exampleShow MoreRelatedCustomer Service Essay1247 Words   |  5 Pages1. Organisations that intend to be successful need to design products, services and product/ service bundles to meet customer needs. How can they do this and how can they ensure that the organisation’s plans achieve quality, time and cost specifications agreed with customers? What data and records might be drawn upon to make plans intended to meet customer needs? Organisations that use market research to gather feedback from consumers regarding product design and product/ service bundles tend toRead MoreCustomer Service Essay641 Words   |  3 Pagesby an organisation to communicate with customers to identify and agree on product/ service specifications. 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