Begins Customer Service Scam Audit

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Looks to find ways to improve overall customer service.

At each point in the contact process, the company will solicit customer feedback. will start a scam audit of their customer service program in order to see if there is room for improvement, company officials said yesterday.

The company said that while they saw an increase in customer satisfaction levels during 2012, they believe they can find ways to do better once they have a greater understanding of how customers are relating to the company.

The audit will track how many people interact with the company through their call center compared to email and through social media services, company officials said.

At each point in the contact process, the company will solicit customer feedback. By comparing not only how often each contact point is used, but also measuring if there is a difference in customer satisfaction levels between the various contact points, the company hopes to get a clearer picture of what they can do to make customers more satisfied with their services.

The audit will begin on March 1 and last for two weeks, company officials said. At that point the company will review the results and then put new plans into place. They will also make the results of the audit public in order to let other companies in the customer service industry understand any trends that have been discovered.

The company said that this is part of an ongoing plan to try to help boost the image of customer service companies across the industry.


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