CUSTOMER SERVICE AUDIT
- It’s common wisdom that retaining a customer is cheaper than winning a new customer and that a dissatisfied customer can cause significant reputational damage to a brand. The quality of customer service when an issue arises – be it product maintenance, repair or any other issues – is a critical parameter which can strengthen customer brand loyalty if done well, or lose customer forever if it isn’t.
Our Customer Service Audits put your service processes to the test by simulating such issues, and measuring the robustness of the process, the responsiveness of the people and the overall quality of customer experience delivered.
The measurements and insights generated are used to correct the process, and can be used for the incentivization of service partners and employees.