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Customer service levels measure the ability of a value chain
to satisfy customer demand. If your products are even
remotely substitutable, and in a competitive market, good
customer service is invaluable. Even if you are a near
monopoly, bad customer service often irritates customers and
they will look for the closest opportunity to switch suppliers
with some what substitutable products.
Customer service is typically measured as the rate of order
fill. The true measure of customer service is really the
degree of success you achieve on every opportunity to interface with
your customer. Only complete satisfaction is recorded as a
win, NOT partial resolutions.
For a call center, the number of calls where the customer's
questions were completely resolved on the first call will measure
your success rate versus the total number of calls. If the
response was a call back by another rep, it should not count in your
measure.
Customer service metrics are extremely important in keeping the
goodwill and loyalty of customers. This ensures repeat
business and perhaps additional business through referrals from
happy customers.
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