Measuring Customer Service: Why It's Important and How to Get Started

Tuesday, May 21, 2019
with Joanie Hales

If you're in the business of serving customers, it's no secret just how important giving great customer service is to the success of your business. But how do you know if you're doing it well?

As they say, what gets measured gets done.

At Zingerman's, we do a lot of work around customer service and measuring service quality. After all, it's one of our three bottom lines (along with great food and great finance). We've very thoughtfully built a culture that supports giving great customer service. We offer classes several times a week to our staff on the topic, host seminars and workshops on it and have written several books and articles on the topic. Many Zingerman's businesses have even made customer service measurement something they track on a regular basis in their weekly huddles.

We have a few systems we’ve embedded into our culture for measuring customer service around here and have learned a lot from our over 19 years of using them!

Listen to this webinar to learn what these systems are and how we use them. We share the benefits we've seen as a result and even share some tips for using these systems in YOUR business!