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 staff; changes to the physical surroundings (such as providing more parking spots); increased communication with staff of the importance of being a customer-focused organization; and/or focused training around your customer service goals. Introducing the amonavi consulting group inc

Customer Service Audit The (art + science) of Customer Service Define the link. Make it better. Do it right. Evaluation Tools for Customer Service Storefront Audit: How does your customer see your company when they walk through the door? We observe, evaluate and report on your customer s experience when they visit your store. When your customer shops on-line for your products, how does your cust omer see your company from the internet? Our STOREFRONT REPORT documents the observation of the front-of-shop activities, including all points of contact with the customer from finding a parking spot and walking through the front door, to transacting the business and leaving the building. Through observation, we identify and document the experiences of your customers and provide a report highlighting the good activities and recommending solutions for improvement where appropriate. Our 3e-report evaluates and reports on your website, e-mail communication and e-commerce facilities (if applicable). Customer Service Code: A more in-depth evaluation process would start with developing a Customer Service Code of Practice and then evaluating the performance of each employee against this Code (which is different from a job description). This process of Performance Testing is specific to the job and specific to the individual s performance. Customer Satisfaction Surveys: Customer satisfaction surveys are also a useful tool for gathering information and testing whether your customer service is on target with customers expectations. Through discussion, we determine the size

of the survey required, timing and goals of the survey for your c ompany. Approach Kick-off Meeting: The objective of the Customer Service Audit is to provide valuable information to the Manager. Therefore, at the beginning of the project the consultant will meet with the Manager to review the company s goals with respect to customer service and the style of service they would like to provide. Data Gathering: Data gathering and performance measurement can be done through surveys, testing or observation. In the STOREFRONT REPORT, the observation time is about half a day, possibly divided into separate events to capture busy periods or different shifts. A schedule will be developed to incorporate observation times and locations as discussed and determined by the Manager Reporting: A document will be submitted to the Manager at the end of the project including: the results of the data gathering; trends identified; good practices highlighted; and solutions recommended for areas of improvement

Customer service audit is collection and examination of records and customer data. Verification of accounts and financial data is done to check any errors and corrections. Customer service audit comprise of many methodologies which helps in for improved employee performance and overall develo pment of the organization. Customer service audit is beneficial for the management of value service of a customer. Such constant checks are necessary in order to keep close eye on customer satisfaction and responses. Customer service audit encompasses variety of methodologies like customer feedback, customer questionnaires, customer information records, communication with customers and their records, mystery shopper's records, and the customer service measurement. These all methods when applied simultaneously with proper scrutinizing tools, gives you the optimum customer service audit. Such a productive service audit is very crucial for future strategy and current trends and quality service. Customer service feedback is very important because unless and unti l you do not know what customer is saying or their requirements are, you cannot set benchmarks for value service and improved performance of the company. Many of the customer service feedback programs are conducted through online websites or call centers. Direct communication with customers gives straight results, shows customer tendency and behavioral patterns, attitude towards the service and impacts greatly on the organization's service measurement.

In addition, good strategy and customer service measu rement are vital methodologies for conducting customer service audits. Customer service measurement ensures the efficiency of your customer service preparation efforts and verifies the customer service requirements. Customer service measurement is conducte d through various ways. You can check the outcome of customer satisfaction and product sales along with change in service patterns. Customer strategy with effective modules enhances customer relationship with company. Articulated and field wise strategies are required for the creating and capturing value customers. Customer service audit is part of the company's overall performance audit and is vital component in company's policies. Management of customer service audit is also time consuming and complex pro cess. If you have established customer service audit program (CSAP), you can perform service audit more efficiently, without any hassle. Such service audit system is implemented congruently to all departments of the company and proper synchronization is necessary to get the best performance measures from service audit.

Customer service audit provides employee training quality, good accountability, and promotion of future products with enhanced customer satisfaction. Customer service audit is essential for corrections and record analysis, problem solving and service orientation to create value service.