Customer service is the way forward for any business wishing to thrive. It includes every aspect of selling and servicing a customer, pre-sale and post-sale, from merchandise questions to credit card security and delivery status to processing refunds, exchanges, and returns. This questionnaire addresses customer service management practices.
Questions to consider: Is there a high dependency upon IT to attract new customers and retain existing customers? Is the organization’s primary goal to reduce costs? What is the organization’s benchmark among other companies in the industry? What are customers’ expectations as far as customer service? Does the organization consider customer service a priority in the organization? Does poor customer service impede the organization’s ability to meet or exceed expectations? Does the organization embrace an organizational model that puts customer value first? Does the company solicit customer feedback to learn about preferences and means of improvement? How does the organization personalize the experience for customers? Is the company’s website simple and easy to use?