The program’s called Customer Care, but it’s your business that benefits most

Customer Care Assessment

Best Practices Customer Care is proven to benefit companies two ways. First, satisfied customers are repeat customers. Second, it saves time and cuts costs.

The Institute’s Customer Care assessment program provides an in-depth analysis of a company’s service function. This validates effective practices, identifies strategic needs and outlines resources for improvement. Opportunities are revealed that can take businesses to the next level, streamlining processes and increasing productivity and efficiency.

The Assessment begins with a pre-visit questionnaire for key personnel, to gather data and set benchmarks. The Institute’s project team visits each location to interview staff at all levels and evaluate the service function, focusing on five essential areas:

  • Culture
  • People
  • Processes
  • Technology
  • Customers

The Institute’s project team evaluates/monitors

  • Service delivery workflow
  • Customer contacts
  • Satisfaction measurement
  • Training procedures
  • Written communications
  • CRM technology
  • Strategy implementation
  • Performance standards
  • Staffing procedures
  • Contact tracking systems

The Institute analyzes the data, develops recommendations for service improvement, and presents the findings to the client.

Contact the Institute for more information or to schedule a Customer Care Assessment.