Imprint: CS Publications - Cambridge Audits
Paperback List Price: £55.00 Format: Paperback Extent: 108pp. Size: A4 ISBN: 978-1-907766-09-1 Tags: Systems Thinking, Customer Service, Customer Support, Organisational Leadership The Customer Support Audit by Colin G. Armistead Buy the auditPaperback: Cost: £55.00
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The Customer Support AuditThe tools to measure and monitor your company's customer service and after-sales support programmeIn 2-3 days, using this audit, you can review your whole customer support/after-sales programme. Measure "how good" your customer support is - then look deeper and see how well you use it to differentiate your business and to win competitive advantage. Complete the audit and get answers to questions like these about your customer support programme:
Overall, the audit results are designed to help you map out the "ideal" customer support programme for your business. The audit's seven steps are: Step 1: Define the Strategic Role of Customer Support Step 2: Assess the Support Marketing Mix Step 3: Evaluate Pricing and Marketing Communications Step 4: Review Access to Customer Support Step 5: Determine Support Process Capability Step 6: Assess Performance Management Step 7: Develop the Business through Customer Support The audit includes 28 Questionnaires, 10 Checklists, 18 Exercises and 8 illustrative figures. Together they provide a practical and effective toolkit for analysing and improving customer service and support. |