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Customer Care Audit
The first step to improving customer care in the organisation is to be aware of the current levels of service being delivered.
Use the following questions with your team to assess how well you are caring for your customers and highlight areas for change.
Attitudes
Are your staff friendly and helpful towards a) internal customers and b) external customers?
Does customer care have a high profile within your department?
What attitudinal barriers exist to developing a customer-focused culture in your department?
How can these barriers be overcome?
Skills
How would you rate the customer care skills of your staff members generally?
| Excellent | Good | Fair | Much improvement needed |
What specific skills need the most improvement?
What action can be taken to improve these skills?
Support Structures
Does everyone in your department understand what is expected of them regarding customer care?
How is customer care currently measured in your department?
Is this measure positive or negative?
How is customer care maintained and reinforced within your department?
How do you recognise/reward good customer care in your department?
What action can be taken to continuously improve customer care standards?
Communication
What forum do you currently have for the exchange of ideas in your department?
Are your team members aware of the impact of their decisions and actions on other departments?
Does your team have conflicts with other departments?
How well do your team members understand the roles of other departments?
What action can be taken to improve team communication both within your own team and with other departments?
Learning Curve, Reading, Berkshire, England Phone 0118 9875683
