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The effect of bad customer service will impact negatively on your business which will incur losing customers thus business and revenue and the good customer service will have a positive impact on your business and will retain current customers and business and will attract more customers and will take company to newer heights in business.
Through repeated and continue customer community along with feedback and response from their end.
A number of different tools / scorecards can be used to evaluate the services you offer to your customers. You can use NPS (Net Performance Score), Social Media Feedback and CSI (Customer Satisfaction Index) to rate the customers' feedback, these are what I would class as looking from outside into the Company, secondly you also need to evaluate your internal Quality of Service, i.e. if in a Call Centre environment, Supervisors and Team Leaders measuring the Quality of Service of the Consultants (how they handle calls and deal with customer issues). It is true as the above authors indicated, that bad service will drive away customers, which will impact the bottom line of the Company. If you use the above tools / evaluation techniques you can identify the negative customer touchpoints, deal with it immediately, (e.g. identify if processes are not flowing correctly, staff need training) and not to let these mistakes occur again.
Services can be reflected on the number of customers, might came back to the company and how much sales profit compare to previous of that same season.
I agree with Mr. ALAMGEER HUSSAIN HASHMI response
customer service is a vital component to any successful business.and it could be evaluate by measuring the quality of the good and bad service by getting a feedback from the customers, customers are the only ones could tell you if you are doing a good or bad service and they are the perfect source to find out how good or bad the service is., number of the customer complaints, by knowing this you will know how bad the services given to the customers and start to improve them. Identify the weakness and strength, identifying them was your key to improve the company's weaknesses and do better than what the strengths are.
Through their feedback once they used services or goods! We can evaluate the support if:
They continue using our services while other service providers are there in the market.
Freqently ask support if needed
Look for new goods and services we offer or going to offer
less number of complaints
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