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Internal Communication Audit
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Before the process of building commitment begins, it is important to identify the current level of awareness of customer service issues through a communications audit. This is an example of a communications audit used to assess a marketing communications plan and form the basis for planning specific marketing communications initiatives.
The audit concentrates on three key questions:
- What is the level of awareness of customer service issues within the company?
- How consistently are customer-service messages presented?
- How effectively do customer service communications support the sales process?