Ten Questions for Customer Service

This article is about the quality and check the level of service in the CS department.

1). We do not use regular surveys to monitor the satisfaction of our customers with us and our products?

2). We have a mission statement written and well-known, which underscores our commitment to providing our customers the highest quality products and excellent service throughout the organization and at all levels.

3). We do not have specific objectives and long-range enchasing improve and customer satisfaction within our company?

4). We do not take decisions on a daily basis that are consistent with the objectives of customer satisfaction and mission statement.

5). Not, at least - our top managers of the show, constantly demonstrate, in their daily interactions with their staff and customers, the service attitude and skills, we expect our staff to demonstrate to our customers.

6). Do not have an effective process for handling complaints, so that the feedback we receive translates into prevention?

7). We need to collect data on the effects of poor service and what are the costs to our company in terms of money, time, effort and morale.

8). Do not meet regularly with staff members to keep them updated on important goals, changes and projects within the organization in this respect their work and functions?

9). We must train, educate and train our manager levels to fulfill their role in the creation of a service-oriented organization.

10) Do not we make the front-line staff and back office staff in every aspect of the service value chain to deliver services.

If you could say yes to these 10 questions, then you did a good job already.

If you say no, at least five of these questions, then the work must be done .......