What is a Customer Service Audit?
Customer service audits serve the purpose of identifying any area with poor service quality and recommending the means of improving it. A customer service audit evaluates the company from the customer's perspective in terms of employee attitude, general service provided, and the overall image of the company. It is crucial for a company to see itself from the customer's perspective to ensure it is delivering the quality of service promised.
Why Audit Customer Service?
To improve the bottom line! Companies spend thousands of dollars annually to attract new customers to their business: product development and design, advertising, logo design, facility design, construction and maintenance. Once customers visit or call the company, two factors determine whether they will actually do business:
1.) Do they have the product or service customers want?
2.) Do they treat customers as if they want their business?
Customer service is often the decision-maker for many consumers; if they are treated well, they will buy from the company, come back often and recommend the company to their friends, resulting in more sales. The same holds true if they are NOT treated well; they will not buy, not return and will tell at least 10 other people of their negative experience.
How Does A Customer Service Audit Work?
Trained auditors will reach out to the company's locations utilizing telephone calls and visits. These contacts will blend in with those of normal, everyday customers in order to provide the most realistic review. The auditors will then complete evaluation forms on various aspects of their contact. These evaluations will be tabulated and combined into a review of basic customer service provided in all areas. Any areas needing improvement are identified and recommendations made on how to make those improvements.
All programs can be tailored to fit specific needs. Shoppers, Inc. will provide clients with a customized
program and price quote. Depending on company size, prices generally range from $100 - $250 per location.
Copyright 2011 Shoppers, Inc.