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Here is a quick checksheet to evaluate if your staff are aware of the significance of ‘Customer Interactions. The method of adminstrating this questionnaire is by you probing staff rather than asking them to fill it up. In that sense, this is a cheat sheet rather than a check sheet.

1. Given our products, processes and technology, where do you think is the biggest opportunity to improve customer experience

2. A customer has purchased our product and is not able to install it at his home. He is calling us back to seek clarification. As installation is not in the scope of our organization, do you think it is important to attend to him and why ?

3. Before walking into our retail outlet, a customer has done research on internet about our organization, customer reviews and compliants? Is this important to us and why?

4.List down different interactions that you have with customers?

5. Which of your interaction does the customer highlyvalue?

6. Your customers’ views of the effectiveness of highly valued those interactions?

7. Your customers’ needs in each stage of their relationship with your company?

8. The most common sequence of interaction prospects encounter as they consider your products and services?

For someone who understands the significance of the Customer Interactions, the answers to this questions are obvious. Hence a key for these questions isnt included in this cheat sheet.