Page 15 - Warwickers Customers Count vflip2

customer service audit Typically businesses audit their customer 1. What does customer service need service channels effectiveness rather than a to achieve to support the business? comprehensive review of their customer 2. How do we do it now? How are we experience aligned with their strategy. This doing? model is used to audit the business and its 3. What are the gaps between what customer service needs from a strategic we have and need? perspective. 4. How do we build a new function ? 5. What is our Strategy? 15 CUSTOMER CENTRICITY CUSTOMER SERVICE AUDIT 6. SLA’s and Plans? Mark Dorgan’s model is great to review customer experience from outside in. From an internal perspective you need to recognise colleague’s deliver that experience so you also need to review the business from their perspective: 1) Purpose, principles and values 2) Employee brand 3) Leadership commitment 4) Colleague CE touchpoints 5)Customer experience roles and authority levels 6) Training, learning and knowledge 7) Systems and processes 8) Employee communication 9) Environment: physical, culture and team 10) Employee engagement