20 QUESTIONS ABOUT CUSTOMER SERVICE
- How important is Customer Service Engagement to your Business Success?
- How much does the Quality of your Customer Service impact your Top-Line Sales?
- How Consistently do you rate your Employee Customer Service Approach?
- How often do you Measure your Customer Service Quantitatively?
- How often do you Measure your Customer Service Qualitatively?
- Can you define 5 Customer Service Activities that are the Most Important to your Business?
- Do you have a way to Identify and Reward Great Customer Service? What is the cycle time for the process to identify and reward?
- Do you have a way to Receive Information about Poor Customer Service? What is the cycle time for the process to identify and respond?
- Do you have a formal process to Recognize and Reward Outstanding Customer Service activities?
- Do you have a formal process to review Customer Service Issues for policy and employee cultural revisions?
- Which of the following do you have a formal process to improve Customer Service:
- Product Knowledge Training
- Policy & Procedure Reviews
- Employee Coverage Standards (employee per volume)
- Customer Service Standards
- A Customer Bill of Rights
- A Budget for Customer Service Training
- A Customer Service Reward Program
- A Customer Service Compliant Program
- Under which area of operations does the Customer Service focus reside:
- Human Resources
- Training/Communications
- Store/Unit Management
- Financial
- Marketing
- Do you have a Customer Service “Dashboard” that is reviewed regularly by:
- Senior Management
- Middle Management
- Department Management
- Employees
- Which level of Management is held accountable for Customer Service Standards:
- Senior Management
- Middle Management
- Department Management
- Employees
- How frequently do your Customers visit your business per month?
- Do your Customers use all of your Products or only selected Products?
- How often do you survey your Customers about Customer Service Issues?
- How do Customers give you organizational suggestions and input ideas?
- How much do you spend (per employee) on Customer Service per year? If this is not your approach, how do you define spending money on Customer Service?
- What is your Turnover for:
- Front-Line Employees
- Department Managers
- Middle Management
- Senior Management
