Recognize your organization's need for a customer service plan. Establish procedures up front to ensure each customer gets the same fair treatment, and to protect employees from irate customers. Determine the level of service needed. Assign resolution responsibility to each level of employee for different levels of problems and different levels of customers. Establish goals for the plan.
Surveys are a popular method of gathering information.
Surveys should be short, easy to answer, and objective. Other types of companies may want to mail a survey to customers some time after a purchase is made. Many organizations gather survey-type information, but an analysis of the results is never performed. It is not unusual for an organization to make inappropriate assumptions from survey data. It is important to ask the right questions.