Conducting Customer Service Audits
Abstract
Argues that customer service operations require independent, preferably annual, reviews which can becarried out via a customer service audit. Explains that such an audit can serve as an early warning system to identify any emerging problems before they become serious. Identifies the aspects which should be investigated in a customer service audit and suggests a five‐stage process which can be adopted. Concludes that the findings of an audit should be presented in a report and offered in a spirit of co‐operation, as they are designed to highlight opportunities for improvement and strategic changes rather than to fix blame.
Keywords
Citation
Scheuing, E. (1989), "Conducting Customer Service Audits", Journal of Services Marketing, Vol. 3 No. 3, pp. 35-41. https://doi.org/10.1108/EUM0000000002491
Publisher
:MCB UP Ltd
Copyright © 1989, MCB UP Limited