EXECUTIVE TRAINING PROGRAM

Customer Service Audit

At the end of this program, participants will acquire the necessary knowledge and skills to plan and conduct customer service audits in a professional manner.

• Concept of effective CS audit

• Audit planning and preparation

• CS audit methodology and tools

• Analysis of :

  • CS strategies, plans & programs

  • CS organization

  • CS systems, policies & procedures

  • CS operations

• Fits-gaps analyses

• Pinpointing areas of concern

• Audit report

• Standard version : 3 (three) days

• Short version : 2 (two) days

• Lectures

• Discussions

• Individual and group exercises

• Case studies

• Activities

• Directors, General Managers

• Customer Service/Relations Heads

• Internal Audit Managers/Officers

• Planning Managers/Officers

• Quality Control Managers/Officers