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• Service personnel or staff members who frequently interact with customers
• Leaders who are interested in measuring service quality in their organization

1. Whether the organization understands the needs and expectations of its clients?
2. To what extent it has formal processes and structures to respond to client needs?
3. The extent to which the employees' attitude towards customer management is appropriate in the business?

When should you use this Analysis

• When sales objectives are not being achieved
• When customer complaints are excessively high
• When looking to retain or grow your customer base
• To invest in continuous improvement

Areas of Analysis
Understanding Customer Expectations
Considers the extent of the organization's knowledge of the customer and market along with communication channels within the organization.

Service Quality Standards
Involves levels of commitment by management to providing excellent service as well as the formalization of tasks and objectives to meet client needs.

Service Performance
An analysis of roles and competencies of employees and supporting information provided to assist with decision making.

Promises and Delivery
Examines the extent of co-operation between organizational departments as well as how delivery expectations are managed.

Client Management

 

Involves business tangibles such as facilities in place to ensure good customer service as well as levels of reliability, responsiveness, assurance and client empathy when providing service.