Consultant’s Corner: Resources for Measuring Customer Service

Consultant’s Corner: Resources for Measuring Customer Service

Q. I’m looking for ways to measure my customer service. What do I need to look for, and where should I look?

A. Managing and measuring customer service varies by type of business products and services and can include counting customer calls and inquiries, measuring response time, customer surveys, improving written customer policies and procedures, product inventory controls, and employee training classes. While we do not have any experience with these companies and products, you can use the following websites to research tools and suggestions for developing your customer service policies and measurement tools:

Measurement

The following include further reading about measuring customer service, advice for building a measurement system, and a service that helps evaluate businesses:

Leadership Tools

Divaker

Measure-X

Survey Tools

The following include libraries of customer satisfaction survey templates:

Question Pro

Survey Share

Policies

For an example customer service policy, see Abe Books’ policy at the link below:

Abe Books Customer Service Policy

Training

For further reading on customer service training, consider the following books and websites:

The Big Book of Customer Service Training Games

Service Quality Institute

About the author

Bill Wortman

Bill Wortman is the Chief Business Consultant for GoSmallBiz.com, with over 40 years of business experience. In addition to 12 years consulting small business owners, Bill’s professional career includes a big-eight CPA accounting firm, national consumer finance, big-three automotive manufacturing, Arby’s fast food, marketing, and other industries. He’s held multiple executive-level positions and fulfilled the role of CFO at large, publicly held (NYSE, NASDAQ, and AMEX) corporations. In addition, he’s been an owner of private ventures involving residential real estate development and a General Motors new car dealership.

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