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Tesco merit work
Tesco merit work Continue reading
Posted Jun 24, 2010 at Fatimahshabir's blog
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Feb 9, 2010
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Posted Feb 9, 2010 at Fatimahshabir's blog
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Customer questionnaires/comment cards Because the...
Posted Feb 4, 2010 at Fatimahshabir's blog
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Complaints and compliment letters If a customer...
Complaints and compliment letters If a customer makes a complaint, either by telephone or letter, this indicates a possible problem area. If several complaints are received about the same thing, there is obviously a serious problem that needs immediate attention. this is why organisations record the complaints they receive and then check them to see if there are any common factors. Similarly, a card or a letter which thanks the staff for wonderful service or praises a product is to be treasured - which is why many organisations pin these on a notice board or make mention of them in... Continue reading
Posted Feb 4, 2010 at Fatimahshabir's blog
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Mystery customers? Some retailers employ mystery...
Mystery customers? Some retailers employ mystery customers to visit their own stores to assess staff. they may also check competitors stores to compare service levels. They will be interested in factors such as the following ; Speed of service. The way in which the service was delivered the attitude of the sdtaff the quality of the finished result. It is not only retailers that use mystery customers. one health authority has also employed then to check if doctors and nurses are washing their hands. Examle: Continue reading
Posted Feb 3, 2010 at Fatimahshabir's blog
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Staff Feedback? Staff feedback is valuable for two...
Staff Feedback? Staff feedback is valuable for two reasons. first, many staff deal directly with external customers. They can therefore pass on comments made by customers - both positive and negative. Sales representatives, for example, are usually expected to chat to customers regularly and pass feedback to their manager. Second, staff are internal customers, so their views are also important. If many staff are unhappy and leaving to work elsewhere it is sensible to find out why. For that reason, most organisations regularly assess staff views by issuing questionnaires, by holding meetings with the staff association or group that represents... Continue reading
Posted Feb 3, 2010 at Fatimahshabir's blog
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Informal Customer Feedback? When you finish a meal...
Informal Customer Feedback? When you finish a meal and a waiter asks you if everything was fine, this is a cheap, easy and informal way of getting customer feedback. Other methods include watching customers as they enter and leave and chatting to them. many retailers do this - noting comments people make, how long they stop and look at certain displays and whether they have made a purchase or not. this technique can be adapted by other organisations - such as watching visitors in reception, checking that they have not been waiting too long and ensuring that receptionists pass important... Continue reading
Posted Feb 3, 2010 at Fatimahshabir's blog
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Time taken from order to delivery. Time to deliver...
Posted Jan 21, 2010 at Fatimahshabir's blog
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Volume of marketing material sent out and...
Posted Jan 21, 2010 at Fatimahshabir's blog
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Number of contacts with a customer each month....
Posted Jan 21, 2010 at Fatimahshabir's blog
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Average order fulfilment times Average time it...
Posted Jan 21, 2010 at Fatimahshabir's blog
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Number of damaged or faulty gooods returned. If...
Posted Jan 21, 2010 at Fatimahshabir's blog
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Number of complaints about your employees. If...
Number of complaints about your employees. If customers complain a lot about your staff, they are delivering bad customer service. E.g. http://news.bbc.co.uk/1/hi/business/3661227.stm Continue reading
Posted Jan 21, 2010 at Fatimahshabir's blog
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Number of queries or complaints about your...
Posted Jan 21, 2010 at Fatimahshabir's blog
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Sales renewal rates Reapet bussiness. good...
Posted Jan 20, 2010 at Fatimahshabir's blog
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