Unit 5 D2 Customer Service Questions And Answers

• They ask customers for feedback, this is usually through an email. Questions like if they enjoyed their stay are asked, this is to make sure the customer got the best experience possible. With feedback like this a business can figure out what they need to improve on, this will help the business overall with their customer service. Although you can get people who don’t like to reply to these emails or leaving feedback and you don’t know if they are being fully honest.
• Calls that are made to the reception may be recorded for training purposes. Listening to calls can help the employer track their staff and how they handle customers on a daily basis, this can then be used to find out how good customer service is. Although it may not be good idea to track calls as you are not able to see the person’s expressions, so it is harder to figure out what they mean. • Liberty can hand out questionnaires to their customers when they come to the business. There …show more content…
For example they both follow up with their customers, this could make the customers feel wanted and it helps the customer service by giving the businesses an insight on how it was. Although they will ask different questions e.g. Claridges will ask about the customer service provided while customers stayed at the hotel and whilst they were booking their rooms and leaving, whereas Liberty will focus more on whether the customer got the product they wanted and if it met their needs as well as if the staff treated the customer well. They also do questionnaires both qualitative and quantitive, one could have question which asks the person to rate the business on a scale of 1-5 or there could be a question which could ask the person describe how good the service was. The differences between the two businesses is that Liberty have a mystery shopper who will buy a product and then feedback to someone how effective the customer service