I have been given the task to identify and implement "Best Practice" for our Customer Service group. I am looking for a place to start and could use some help. I have close to 35 years experience in Customer Service, but have never been asked to benchmark before.....
Thank you.

Hello and welcome,

First things first what areas do you want to focus on? What type market are you in? Benchmarking customer satifisfaction or employee quality of service for example.

We manufacture electronic coin changers and bill validators for the Vending, Gaming, Retail and Transportation market segments.

We want to be able to measure customer satisfaction with the order entry/problemsolving/ etc part of the customer service department. We do have metrics for the telephone part of the job. This would be a more subjective measuring but not sure how to set up the measures.

Does that make sense?

Thanks so much.

Hi

I would suggest going to benchmarkportal.com and see what you can download for free - great site - aligned with Purdue University.

Rosanne D'Ausilio, Ph.D.
Customer Service Expert
www.human-technologies.com

Thank you - I will try that.