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Customer focus with system

Following a successful audit, we will award you the TUVdotCOM certificate for tested service quality. With this certificate, your Marketing department will gain in credibility. By undergoing the audit, you will also achieve a high degree of implementation of customer focus throughout your organisational structure. Our customers from the finance and insurance industry appreciate the advantages of our multi-level approach, because we boost customer satisfaction, effectively and on a sustained basis. We assess your measures on the basis of both our many years' experience and Best Practice examples from your sector.

Our approach:

1. In an appraisal, our experienced experts assess the processes that you have been using to date to implement customer focus in your company.
2. We then analyse your internal work flows and assess how these influence the targeted service quality. We also check whether your measures are financially appropriate.
3. In the audit, in your branches, for example, our experts analyse the actual implementation of the service quality defined by you. As external experts, we assess your departments or branches independently. We therefore provide you with a realistic image of how consistently the guidelines set out by you are implemented in your organisation.
4. Once the auditing phase is complete, you will receive a summary of the results as well as appropriate recommendations. You can utilise these results and recommendations to efficiently increase your customer focus. The audit assesses where action is needed and shows where your measures are particularly effective.
5. Following a positive overall assessment, you will be awarded the TUVdotCOM certificate for tested service quality. This certificate is an effective and authentic marketing instrument for your company.

How satisfied bank and insurance customers are depends on various factors. For this reason, all activities, from consultation to processing customer requirements, through to on-going support, must be tailored in line with the customers’ wishes. This applies for personal meetings as well as for contact over the phone or any correspondence. At the same time, sight must not be lost of the costs incurred as a result of a consistent customer focus. Our experts have many years of experience in assessing comprehensive systems for increasing the customer focus.

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Germany
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