Used to... Measure
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Know how our customers actually view the company. |
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Control the uniformity of service and the image of the company. |
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Verify that the instructions of the management are carried out. |
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Detect and prevent billing errors. |
Train
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Tell each employee their what strong points are, as well as the areas which they should improve. |
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Designing customized courses for staff. |
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That the whole staff is reflected in the eyes of the customer. |
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Review and adapt to the customer internal procedures. |
Motivate
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Set a variable salary depending on the quality of service of the staff. |
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Encourage the staff to use a customer oriented approach. |
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Eliminate 'ill-concealed disdain' of staff toward the customers. |
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Have regular and up to date information about the staff's perfomance. |
