Customer Service Audit
Do You Need a Customer Service Audit?
Often, employees provide great service when the boss is watching – and then get sloppy when they aren't under direct supervision. This leads to lost business and baffling complaints about problems that you never see. If you have been getting negative responses from customers, or you find that your customers are disappearing, a customer service audit may help you get to the root of the problem.
In a customer service audit, professionals come to your location to examine all potential problem areas. They'll look at how stock is displayed, check things like lighting and cleanliness, and be sure that your company procedures are properly being followed. Customer service evaluations can be enhanced by the addition of secret shoppers, who help to make sure that your staff is treating your customers properly. If any problems are found, they are then highlighted so you can fix them.