Customer Service Analysis (CSA)
What is a CSA?
The CSA is a confidential conversation with Service Excellence Coach - Cate Schreck. Cate will ask you questions relevant to the 3 key areas businesses must address if they want customer service educated and motivated employees. A Customer Service Analysis is like a business check up with a specialist - a Customer Service Specialist.
WHY DO WE NEED TO DO ONE?
To save time and money and to gain clarity and confidence.
Less time spent dealing with service complaints and training your staff.
No money wasted on providing the wrong training at the wrong time.
No more crossing your fingers and hoping you hire employees who have the right skills and the right attitude to provide consistently excellent customer service.
The CSA will leave you in no doubt as to what you can do to create and sustain your own team of Customer Service Professionals.
HOW LONG WILL IT TAKE?
30 - 45 mins over the phone (or at your business if you are located in Geelong)
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?
Cate will ask 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. If you have recent (no more than 12 months old) customer feedback or relevant data available that will be a great help . The more you can tell Cate about your employees customer service skills and attitudes and your customers likes and dislikes - the better.
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?
Cate will put together 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 wish to proceed with any or all of the recommendations.
HOW MUCH DOES A CSA COST?
The CSA is FREE