Customer service

Paul in Cannon Beach

A question for those of you in service industries, how do you measure the quality of customer service your employees offer and hold them accountable?

I feel like too often we worry about the employee who is late to work more than we do the one that offers poor service. Yet the poor service is what our customers will notice more often.

Your thoughts?

NaeNae55

We only do customer service via phone. We rate our customer service three ways. One, how quickly are phone calls returned, two, unsolicited comments from our clients, and three, we occassionally send out surveys.