The document outlines a customer service audit checklist emphasizing the importance of having the right infrastructure, following through on promises, and fostering positive customer experiences. It encourages businesses to personalize interactions, anticipate customer needs through surveys and interviews, and ensure employees are well-equipped to serve. The goal is to create meaningful connections and lasting customer loyalty.

1. Customer
service audit
checklist.
BEGINNING WITH INTENTION

2. Start with
the basics.
Do you have the infrastructure
you need to deliver on the
promise of your service?
Think: technology, processes, people,
and training.

3. Stay true to
your word.
Do what you say you’ll do!
Follow up with customers
when an issue has been
resolved or an order has been
fulfilled to ensure you’re hitting
the mark.

4. Foster
happiness.
BY LEADING WITH EMPATHY

5. Create
experiences.
From the very first “hello,” your business
has the opportunity to make the kind of first
impressions that lead to lasting loyalty.
Consider your customer touchpoints. Are they
being greeted with warmth? Is the experience
personalized? Who is answering your phone?
Responding to emails? Are clients comfortable
in your office?

6. Anticipate
needs.
Give your customers what
they don’t even know they
want. Conduct interviews
and send surveys to better
understand who your
customers are, and how
you can better serve them.
Use this information to
improve your processes.

7. Make meaningful connections.
Perform a thorough customer service audit and

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