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Customer Service telephone "Touch Point" Audit
By
Nov 15, 2005, 17:07
Customer Service 'Touch Point' Audit - Eliminate Your Corporate Blind Spot {Pricing customized based on customer requirements} {Pricing customized based on customer requirements}
The telephone conversation is the most fundamental customer service interaction. Do you know how your customers feel about their interactions with the employees in your company? We call these front-line employees "touch points". Every 'touch point' in your company, from the receptionist, customer service rep, corporate employees (finance, operations, sales), call centers, etc. represent your company; and in fact 'are the company' to your customers.
Are you proud of the way your employees treat callers on the phone? Do you know how your customers and prospects are being treated? Are you confident that any employee in your company could handle a problem with your best customer?
Remember that the number one reason that customers stop doing business with a particular company is that they had an indifferent experience with ONE single employee. It is more important than ever for company executives to feel confident that each customer contact is being handled in a friendly, courteous and professional manner.
As a customer service advocate and consultant, Ed has gleaned from the best companies and has some definite ideas on the proper way to interact with and treat customers. If this is a concern of yours, why not have us conduct a Customer Service "Touch Point" audit for you so you can know first-hand how your employees are treating your customers and prospects on the phone.
Here is how it works:
1. You provide us with the 'touch points' you want us to audit.
2. Our telecom specialists will call (as a customer) and record the conversation.
3. Once the call is completed, we will "grade" how the call was handled. If you desire, we will provide suggestions for improving your telephone service, whether it be the techniques of handling the call or the design of the telephone system.
4. We will record this audit for you in MP3 format so you can actually listen to the call, as well as hear the critique and suggestions for improvement.
