How can customer service be evaluated inna business?

Answer 1

Customer service is usually monitored and evaluated through satisfaction surveys and secret shopper experiences. It's hard to evaluate individual details such as asking the right questions or providing the correct answer, but examples of providing a timely resolve or professionalism can easily be used to evaluate the experience. Secret shoppers is otherwise a common tactic and works best in getting into the customer's shoes to see how the service is received.