CUSTOMER SERVICE AND SERVICE QUALITY: THE CUSTOMER SERVICE AUDIT AND A FINAL WORD

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5. THE CUSTOMER SERVICE AUDIT

The list of questions in Table 4 is a useful checklist to monitor performance of your company for customer service and satisfaction.

6. A FINAL WORD

Customer satisfaction is everything. (For a free downloadable collection of customer service and customer satisfaction quotes, go to customer service graffiti at www.cfs.purdue.edu\conscirt\ quality.html—click on customer service graffiti). In the 21st century, satisfaction will be driven by

Customer Service and Service Quality-0373

customer access. But first, senior executives must agree that providing customers with a consistent, thoughtful, and value-added total customer experience at any and all touch points is vital to their retention and loyalty and future acquisition. This will allow their organizations to be moving towards a yet-to-be-defined level of enhanced total enterprise access for employees and customers . . . which will enhance the employee and customer experience . . . which will create loyal and long-lasting employee and consumer relationships with your company . . . which means happy customers, happy employees, happy senior executives, happy shareholders, happy bankers, and of course happy con- sumers.

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