Controlling Performance

Abstract

Customer appreciation is about establishing and maintaining standards for satisfying customers’ needs. So far, we have been considering the kind of standards necessary for this purpose: the standards of staff training; of telephone and correspondence skills; and the overall performance of the company in relation to the practical and emotional requirements of its customers. These can only be maintained, however, where they are subject to managerial control over the months and years ahead. For this, one needs to introduce monitoring systems, from which to gauge, initially, the progress that is being made towards the level of performance that is required and, subsequently, to observe whether this is being maintained.