Why you need to do a CSA
What is a CSA?
Customer Service Analysis. A way for you to confirm that your business has the key areas covered that educate and motivate your team to provide consistently excellent customer service. The CSA will help you to create a team of Customer Service Professionals.
Why do we need to do one?
If you have staff who interact with customers, then you have staff who would benefit from customer service skills professional development. Customer Service Professionals are made not born and their skills need to be refreshed regularly.
How long will it take?
Who is the best person to complete the CSA?
The business owner/manager or the employee responsible for the customer service standards and professional development of the team.
What sort of questions will be asked?
We will want to know what you have done and what you currently do to educate and motivate your team to work together in harmony and provided consistently excellent customer service. We don’t need lots of figures or data, just a good general knowledge of the customer service goals of the business.
Why can’t I do it online?
That would make it a One Size Fits All process and that’s exactly what service excellence isn’t. Every CSA we have conducted has uncovered individual needs that would have been missed if you had to tick a box or write a response to a question – and who has the time to write out what could be said in 5 seconds.
What happens after the CSA is done?
We will design a Service Excellence program for your business. It will cover everything from recruiting, educating and sustaining a team of Customer Service Professionals. It’s up to you if you want to proceed with any or all of our suggestions.
How much does a CSA cost?
The CSA is FREE