In part one of evaluating customer service, I wrote about expectations in customer service. Part two is about evaluating customer service based on what the average customer would expect:

Think of a scale whereby on the bottom of the scale, a customer is willing to accept food served on paper plates at a five-star restaurant. And, at the top of the scale, a person expects a five-star dining experience from a fast food restaurant. Both ends of the scale do exist. But, where do you fit? The vast majority will be somewhere in the middle.

Though the degrees of this imaginary scale will vary person to person, those at the extreme top or the extreme bottom will find it hard to approach a shop objectively, and reports from these two extremes offer little beneficial information for a company.

Reports from the bottom of the scale can offer little to no suggestions for improvements. Those at the top of the scale will rarely, if ever, be satisfied.

The most important thing to keep in mind when it comes to evaluating any part of a shop, especially customer service, is above all, be fair!!!!

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