Exercise: Customer Contact Audit Perform a customer contact audit for one service of SIIT of your choice (e.g., class registration service, library service, admission service, transportation service, etc.) What are the areas of concern from the audit results and how to fix the problems? CUSTOMER CONTACT AUDIT HANDOUT 1. Identify the service delivery process to be audited. 2. Analyze the service delivery process from the "customer's" point of view. Answer these questions: (a) How does the "Customer" initiate the service? (b) What steps, activities, etc. does the "Customer" perform during the delivery of the service? 3. Identify the "customer contact personnel" who actually deliver the service to the customer. Answer these questions: (a) Who are the "Customer Contact Employees" that deliver the service to customers? (b) What steps, activities, etc. does each "Customer Contact Employee" perform during the delivery of the service? 4. Identify the service "support personnel who assist the customer contact personnel in delivering the service. Answer these questions: (a) Who are the "Support Personnel that enable the customer contact personnel to deliver the service to customers? (b) What steps and/or 'behind-the-scene' activities, etc. does each of these "Support Personnel" perform during the delivery of the service? 5. Identify the service encounters and the potential contacts where service failure can occur. 6. If you have experienced a service failure for the service your team is analyzing, what could the organization do to recover from it