8-Customer Service Audit

amonavi consulting group inc The (art + science) of Customer Service Introducing the Customer Service Audit At amonavi consulting, we support successful companies to become even more successful, by providing tools and training focused at delivering superior customer service. Our clientele already recognize the importance of providing excellent customer service. We provide audits and solutions for customer service. Overview of a Customer Service Audit The Customer Service Audit would generally focus on discovering answers to the following key questions. 1. Who are your customers? Values, beliefs. What will they pay for? 2. Who in your company are your customer service reps/contacts? 3. Understand the current situation, expectations of customers, current sales cycle / delivery cycle. 4. What are the customer service standards for your company today? 5. What would you like the customer service standards to be? What can they be? What are the barriers to get there? What are the steps? Who needs to get involved? 6. What do your customers think today about customer service in your company? (anecdotal stories; report on tracking delivery vs. promise). 7. Customer satisfaction survey following the new process. Is it working? How can we improve? Customer Service is a continuous improvement program/process/project? Follow-up Based on the observations in the audit, suggested follow-up activities might include: training for ...