External customer service audits are used to?
A) Identify service characteristics that are important to customers as well as their performance expectations for each characteristic
B) Identify problematic customers for further customer service attention
C) Identify customers who have received excellent customer service
D) Reward employees for providing excellent customer service

Question

Quizplus · Accepted Answer

External customer service audits are conducted to identify what customers expect from the service, and the important characteristics that customers look for in a product or service. Once the expectations are identified, the organization can work towards enhancing customer service, thereby meeting their expectations.

External Customer Service Audits Are Used To