Informal Customer Feedback

Asking customers face to face about there experience with the comapny. e.g when you finish a meal and a waiter asks you if every thing was fine, this is a cheap, easy and informal way of getting customer feedback. Other methods can be watching customers as they enter and leave and having a chat with them.

Customer questionnaires/comment cards

Many organisations would leave comment cards on your table for you to comment on leaving feedback on the service and any suggestions.

Many organistaions may want to ask more information than they can fit on a comment card, so they would issue a questionnaire for customers to complete.

These can be done on the web as online questionnaire or they can be hard copies found in hotel rooms etc.

Staff feed back
Staff feedback is done internally, staff deal directly with external customers. They can therfore pass on comments made by customers - both postive and negative. Staff are internal customers so thier views are also important, if they are unhappy they will say why and may even leave.

Mystery customer
A mystery customer is someone who would be sent by an organisation to assess the staff. They check the speed of service, the way it is delivered, attitude and customer service of staff. The mystery customer would act like a normal customer and how a normal customer would act.

Compliants Letter.
If a customer experiences something they are not happy with, they would sent a letter of a complaint. This would be if a customer wasnt given a refund if there product was faulty.


Complinment Letter
A complinment letter is when a customer wants to let the company know that they had a good experience e.g if a customer was treated well in a resturant.

Customer Service Memo

First Direct Memo

To: ALL STAFF
From: ZOUBER KHAN
CC: MR COAKLEY
Date: 09/11/2009
Re: Customer Service

WHAT IS CUSTOMER SERVICE?
“Customer service is the service provided to customers before, during and after purchasing
and using goods and services.” Customer service is a service provide tow customers which first direct take grate provide in

WHAT IS FIRST DIRECT’S MISSION STATEMENT? IS IT LINKED TO DELIVERING GOOD CUSTOMER SERVICE?
“first direct’s mission statement is ‘pioneering amazing service’. This means that customer service is used to set the direction for the business. In other words, customers come first. This is not an empty slogan. Market research shows that, in terms of customer satisfaction, first direct is the UK’s number one bank. It confirms that the bank has a reputation for quality customer service. This has also been demonstrated by comparative studies. The bank was the leading performer in the Top 50 Call Centres for Customer Service benchmarking programme and it came top in the Finance Sector in the Institute of Customer Services (ICS)” Satisfaction Awards. This is a very clear mission station and it show how focused they are no customer service

WHAT ARE THE 4 MAIN ELEMENTS OF GOOD CUSTOMER SERVICE AT FIRST DIRECT?
“To maintain these standards first direct identifies what customers expect from banks in terms
of customer service provision. It then builds these customer expectations into the services it
provides. For example, this involves:
• ensuring first direct colleagues are courteous and informed – that they know about the
bank’s products and services
• dealing with any complaints promptly and fairly
• following up sales
• offering informed guidance on any products that are available (subject to financial
regulations).” As you can see first direct take pride in delivering good customer service

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