The First Step in Conducting an Internal Customer Service Audit

question 33

Multiple Choice

The first step in conducting an internal customer service audit is to:

• A) Define customers
• B) Engage in brainstorming and other forms of idea generation
• C) Create a new servicescape
• D) Define employee quality
• E) Eliminate all conflict

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Definitions:

Communication Model

A framework for understanding how messages are sent, received, and processed between communicators.

Information Flows

The movement or transfer of information within an organization, which can be upward, downward, or lateral, affecting decision-making and coordination.

Channels

Pathways or mediums through which information, goods, or services are delivered from a sender to a receiver.

Nonverbal Communication

The transmission of messages or information through means other than verbal language, including body language, gestures, and facial expressions.