Publication | Closed Access
Conducting Customer Service Audits
11
Citations
0
References
1989
Year
Customer ExperienceCustomer SatisfactionContinuous AuditingServices ManagementAuditingCustomer Service OperationsHospitality MarketingManagementAudit QualityCustomer Relationship ManagementCustomer Service AuditsCustomer InvolvementAccountingGeneral BusinessQuality AuditsMarketingEarly Warning SystemCustomer Service AuditBusinessAudit RegulationAccounting AuditCustomer Service
Abstract Argues that customer service operations require independent, preferably annual, reviews which can becarried out via a customer service audit. Explains that such an audit can serve as an early warning system to identify any emerging problems before they become serious. Identifies the aspects which should be investigated in a customer service audit and suggests a five‐stage process which can be adopted. Concludes that the findings of an audit should be presented in a report and offered in a spirit of co‐operation, as they are designed to highlight opportunities for improvement and strategic changes rather than to fix blame.