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.

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