To determine the current nature and scope of its customer service function, each service organisation should conduct a ________.
A)customer service survey
B)customer service research
C)employee survey
D)customer service audit
E)employee audit

Question

Quizplus · Accepted Answer

Conducting a customer service audit allows the organisation to review its current customer service practices, identify strengths and weaknesses, and develop a plan for improvement. A customer service survey or research may provide valuable insights, but a comprehensive audit provides a more thorough evaluation of the organisation's customer service function. Employee surveys or audits may provide information on the performance of individual employees, but may not give an accurate picture of the overall customer service function.

To Determine the Current Nature and Scope of Its Customer