For commerce and Marketing, a customer is the one who accesses a product or service, through a financial transaction (Money), or another means of payment, who buys is the buyer, who consumes is the consumer. Usually customer, consumer and buyer are the same person.
Sometimes consumers of services are misled, discriminated against, or treated unfairly in some way. Sometimes a service provider is negligent with a necessary item, or diverts funds from a particular service for other purposes. Sometimes the service, whether well-intentioned or not, just isn't what it should be. When these services are, or should be, funded by public or regulated funds, an audit approved by the funder, community group, watchdog organization, or government agency can bring up the problem, suggest guidelines or regulations to correct it, and create an audit scheme that will steer them away from problems in the future. This section will examine what a consumer service audit is and what it can do, why, when, and by whom it can be performed.and how you can organize (or carry out) one if necessary.
Why conduct customer service audits?
Auditing customer services, as we will see, can be difficult and time consuming. Why bother us? There are, depending on your purposes, various answers to these questions.
- To determine if necessary services are provided at this time. If there is a question about whether a service provider is actually offering the services that are needed, an audit can answer the question, to use it as ammunition in a campaign for the acquisition of necessary services. If an audit determines that some priority services are not available because resources are inadequate, this provides an argument to fund and institutionalize these services, to determine whether the funded services are actually being delivered as planned. Occasionally, an organization may agree with a private or public sponsor to provide specific services, and then either divert funds or skimp on the services provided. If she's good at covering the slopes,.an audit may be needed to discover deception. If the violator is a public agency, an audit may be virtually the only way to identify the problem, to protect the interests of those for whom the services are intended. Especially in the case of publicly funded services, which are often aimed at the economically disadvantaged or otherwise disadvantaged, beneficiaries may not have learned the skills, have the legal or political knowledge, or possess the confidence to advocate. for themselves. They may not know that the services offered to them are inadequate or inappropriate for the problem. An audit can be a means for them to obtain the service that was intended for them To protect the social interests of the public,who are paying for the services or their regulations. If publicly funded services are not being delivered properly, both the public and the service beneficiaries are being harmed. If regulated public services are not being tracked, or if illegal or unethical practices are being discriminated or used, the public is being misled both in their payments for supervision and in their lack of access to adequate services. To improve the chances of successful community problem solving. If an audit helps institute needed services, correct abuses, or steer existing services toward greater effectiveness and more appropriate operability, the problems these services are trying to solve will likely be more adequately addressed.To promote social change. If the necessary services exist in a community and they are managed fairly, legally, ethically, and effectively (all of which are addressed by an audit), then there is a huge possibility for a community to achieve its strategic goals and change what it needs.
