Customer Care Best Practices Assessment
Satisfaction with customer care – the service that organizations provide before, during, and after a customer buying experience – is on the decline. It’s certainly not for lack of trying. Despite the best intentions and the investment of billions of dollars, today’s customer is often left wanting when it comes to an extraordinary customer care experience.
Customer care is a double-edged sword. Done right, it is a tangible competitive advantage, nurtures unwavering customer loyalty, and produces a significant, positive ROI. Done wrong, it’s a costly sinkhole.
CCMC’s Customer Care Best Practices Assessment helps your organization convert good intentions to better execution and can increase the ROI for your customer care efforts.
Relying on a library of cross-industry best practices and benchmarking data which have been acquired over decades, this assessment provides strategic and tactical guidance for engineering excellence into your back office and front-line customer care operations. Proven customer care best practices are borrowed, refined, and tailored to help conquer your people, process, technology, and measurement challenges.
CCMC’s Customer Care Best Practices Assessment can be used to benchmark the effectiveness of your contact center, retail locations, help desk, or any other touch points through which you serve customers. The assessment is completed using a simple three-step process:
Step 1
Step 2
Step 3
A comprehensive Best Practices Brief is prepared and delivered in a round table briefing to summarize the key findings of the assessment and prioritize recommendations for aligning customer care strategy and operations with best practices.
