Page
Internal Awareness of Customer Service Issues
Completion requirements
View
Customer-service communications cut across traditional company boundaries, affecting perceptions of the company as a whole and perceptions of individual departments. It is therefore important that customers-service messages are understood and presented consistently throughout the company. Research should be carried out within the company to assess the understanding of customer service issues at corporate level and within product groups and departments responsible for customer contact.
Use the following indicators to determine awareness:
- Identify key internal audiences for customer service communications.
- Assess level and effectiveness if internal customer service communications.
- Interview selected people from:
- Marketing and communications staff
- Departmental mangers
- The sales force
- Corporate PR and communications staff