Customer Experience Centre of Excellence

Module 13: Customer Service Assessment

This is a brilliant first step towards creating the ultimate customer experience. The results of the assessment will provide you with a reasonable gauge of the gap between your organization’s current state and that required to provide customer service excellence.

This module is structured in two phases with a two weeks gap in between.

Phase 1: Duration 4 consecutive days (8 hours per day)

The focus of this phase is on conducting an onsite operational assessment {audit} of the various customer value processes and supporting infrastructure.

The scope of the assessment covers an evaluation of the following attributes:

w The organizational commitment to service quality and excellence

w Functional processes delivering customer value

w The competency and skills of the personnel delivering customer service

w The management model overseeing  customer value core processes

w The performance standards deployed to measure customer service

w The tools and resources supporting customer value core processes

Phase 2: Duration 1 day (8 hours)

w A review of the assessment scope and assessment methodology used

w Detailed review of the findings

w Discussion around how identified deficiencies can be overcome and means to improve

w A prioritised approach to embark on the journey towards creating the ultimate customer experience

Pricing: $9,995 (plus applicable taxes). Included in this price:

w Consultant led assessment in Phase 1

w Consultant led assessment findings review in Phase 2 

w Assessment report

w List of recommendations resulting from the assessment

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