Do you think your people have the necessary empathy during the Contact with Customers?

Do you know all the stress points with impact in your Customers when they contact your company personally, by phone or through writing?

For the same question, your Customers receive the same answer in the shops, on the phone, in the web or written?

Do you think that your Customers understand the communication your company sends them or that they read in your web site?

Do you know if all the processes you have in place to support the Customers still make sense?

Your recruitment and training processes assure that only the persons with the right profile and skills are in touch with Customers?

Do you know the effectiveness of your web site in answering customer questions?