Service Touchpoints & Mystery Audits
We map out an organization’s touchpoints or points of contact with customers, identify areas for improvement and develop service standards.
We also design and conduct mystery audits (both face-face and phone audits) to measure the service experience that customers receive at various touchpoints and integrate these into service cascades (training and action planning).
Our Value Proposition
- We take a hands-on approach and work closely with our clients in the entire end-to-end process, to improve their service and business results.
- We share best practices and contextualize the interventions to align with the organization’s strategy and desired state.
To learn more of our solutions on Service Excellence, click on the links below.