Customer service audits

What level of service do your customers receive? How do you rate compared with your competitors and best practice for your industry? What specific skills or knowledge do your people need to acquire? Do your people have a clear understanding of service excellence and a commitment to delivering it?

Service audits provide an objective measure of the level of service excellence in a client's organisaton. A comparison of client's results to best practice service standards enables the gaps in service delivery to be identified and remedied.

PERSONAL BEST has a range of proven customer service audit tools and processes, or we can design a specific measure to suit the needs of the client.

Service audit options
A service audit can take many forms, however, a typical approach includes some or all of the following:

• Understand the organisation's needs and determine appropriate measurement criteria. Design specific processes and tools that capture relevant information.
• Understake service audits at a carefully selected sample of times to experience a cross section of customer interactions.
• Conduct an internal staff survey to gauge staff's understanding of what their customers value and their level of satisfaction.
• Collation and analysis of data from service audits.
• Analyse results of internal survey.
• Compare results of service audits against best practice and organisational standards and requirements.
• Identify gaps in performance and suggest priorities for improvement.
• Develop a strategic service plan incorporating findings from all research undertaken. The final report provides recommendations and action plans for addressing service issues, including training needs.
• Conduct workshops with employees to ensure that the results and strategies are fully communicated and understood.
• In partnership with the client, implement a service improvement program.