The Customer Service Audit
Walt Disney, once said that he was only interested in one thing in business, namely the bottom line – the bottom line on the faces of our customers. He was of the opinion that if that line curved in the right direction, the other bottom line would follow suit and the organisation would prosper and grow.
Research conducted over many years indicated that customers always measure service according to the same five factors, irrespective of whether it is related to the service of the local spaza shop or an international five-star hotel.
These five principles are:
- What the person experiences with their senses
- The competence of the people they engage with
- The reliability of the product, services and the people
- The empathy of the people with you as a customer
- The responsiveness of the people.
Based on years of experience, I added a sixth one, namely the emotional and financial cost of the product or service.
As part of the audit we review all the customer touch points and the Standard Operating Procedures that inform the behaviour of the staff.
Even though we have a set questionnaire, you will work with us to ensure that we use the correct terminology, and you will be able to add up to ten company specific questions. We use both qualitative and quantitative research instruments to get an accurate view of the customer service in your organisation.
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