Customer Service: Ask This;

TLDR: Ask This;

1. Do you have systems to monitor/measure what employees and customers know, think and feel about how customer service is provided and how the rest of the business operates?

2. Does your organization have a customer service team in place to address customers concerns and needs over social media platforms?

3. Does your organization have a customer service strategy or similar plan that articulates the experience you want to provide?

4. Does your organization have customer service personnel available to provide assistance in languages other than English?

5. Do you have your recruiters or managers identifying outgoing people while looking for employees that will make good Customer Service people?

6. Considering your organizations customer service and experience efforts as a whole, how do you measure how effective they are in helping achieve customer service and experience priorities?

7. If managers come up with a strategy they believe will greatly improve customer service and staff are reluctant to implement the changes, how do you promote the changes and overcome this?

8. Which channel(s) does your organization currently use to respond to customer inquiries and provide customer service?

9. What additional information would need to be leveraged from your customers to ensure better customer service and data derivation?

10. Is your service solution designed with your customers in mind, what do they want automated and when do they need to speak to a customer services agent?

11. Does your organization have policies and procedures in place for assessing and evaluating customer service quality and escalating customer complaints for resolution?

12. What are the goals to introduce everyone to the types of issues that customers are having and that customer service reps have to deal with?

13. How does your organization make sure that the digitisation of its products and services does not exclude or limit the level of customer service available to those experiencing vulnerable circumstances?

14. What are the most effective leadership structures you have in place and how does this leadership impact customer service in your contact centers?

15. Does your organization have a customer service orientation consisting of periodic focus groups, client satisfaction surveys, exit interviews, and efforts to streamline service delivery?

16. What is the impact of the technology you use on the customer service experience. Does the technology help provide customers with a more effective and more effortless customer service experience?

17. What has customer service learned about your customers, the information those customers are looking for, and where they find it?

18. How does your organization provide reliable, and consistent customer service delivered through multiple contact channels?

19. How do you ensure that your customer service employees are both sharing the knowledge and accessing your organization knowledge they need to assist customers?

20. What types of education efforts have you implemented to help your employees understand the role of customer service in day to day operations?

21. Do you have a customer service charter detailing how you will respond to complaints, queries or requests?

22. How frequently does your organization review the customer service staffing needs and what is the lead time to add staff, if necessary?

23. Have the proper and necessary customer use and service instructions been determined, and are they available when a new product or service is introduced ?

24. How do you sustain customer satisfaction and remain in control of understanding the additional needs your customers may have?

25. How do you communicate your customer service values to people who may have never had a good service experience or models of positive ways to treat people?

26. Do you have algorithms for pre-emptively identifying customer service issues to help in formulating appropriate responses in anticipation of customer inquiries?

27. Do your sales force, customer service department, billing, purchasing and other departments present customers with a unified, consistent experience?

28. Do you have networks/groups/teams in your organization sufficient to champion and advance your customer service strategy and goals?

29. What will ensure the value perception of the product or service is met, what is the product experience and level of customer service?

30. How satisfied are your customer service and support staff with the technology and tools they use to do the job?

31. How do you use the data you have about customer conversations across social media, face to face, online and phone customer service interactions?

32. Do you have systems in place that capture the time it takes for your customer service agents to answer a customer?

33. What percentage of the information and processes that the customer service agents will need is documented in a Knowledge Base or in a centralized repository?

34. How does your organization use text mining and text analytics to improve its customer service performance?

35. Do marketing and customer service departments have access to relevant and accurate account details whilst interacting with the customer?

36. Do you have a plan for integrating social media with your customer service processes to address social sentiment in near real time?

37. How do your traditional channels of call centers and the field force evolve to meet expectations for customer service while supporting goals for stronger consumer engagement?

38. Does your organization perform monitoring of customer service representatives to ensure that accurate information is being disseminated to members and providers?

39. Are your call center and customer service agents staying on script in order to provide the best quality customer experience, comply with regulations, and avoid risk?

40. How does your IT organization report on service metrics, as customer service feedback, uptime, and defect or outage rates, to the business/management?

41. What is perceived as dysfunctional customer behaviour and how does it manifest itself in web based live chat support interactions from the perspective of service employees?

42. What impact has using self service for customer service currently had on your organizations ability to address priorities?

43. Is service excellence something to strive for because that is what will add the most value to the brand or will functional customer service be adequate for what the brand represents?

44. How does the nature of customer contacts change as your organization moves to more high touch experiential customer service environments?

45. What is the experience in your industry of the quality of service, speed to implement and overall service levels, customer services and support?

46. When your organization implements a new customer service process change, do you consider yourself a user of the new process?

47. How do you evaluate existing and potential services to improve customer service and reduce overlap?

48. Do you link customer satisfaction feedback to your customer service planning, new product development, and marketing strategy development?"

Organized by Key Themes: PRODUCT, TECHNOLOGY, MANAGEMENT, PROCESS, CLIENT, DATA, DEVELOPMENT, ACCOUNT, SUPPLY, EXPECTATION:

PRODUCT:

How do you empower agents with the right information, at the right time, with a view to the customer journey and history to meet customer expectations for a personalised experience?

Ensure your strategy identifies process improvement initiatives to support Commercial Business goals and revenue objectives, makes recommendations, and executes change to improve order management systems and processes to meet quality product delivery and (internal) customer service quality standards. 

Should the training be developed within the support organization and/or training department or purchased from outside sources?

Ensure you are responsible for leading and managing the activities of the (internal) customer Service group, whose primary objective is to provide product support to both internal and external (internal) customers for all business units of your organization. 

How do your traditional channels of call centers and the field force evolve to meet expectations for customer service while supporting goals for stronger consumer engagement?

Make headway so that your design provides overall product direction and training for (internal) customer service and support activities. 

How do you monitor and maintain quality standards on customer service calls?

Partner with onshore and offshore IT Production Support teams to ensure stellar (internal) customer service and maintain reliability of Planning and Logistics applications. 

Are you trying to build a brand, demonstrate thought leadership, provide customer service or lay the groundwork to launch a new product?

Ensure your strategy is coordinating with internal operations and (internal) customer service teams to ensure new product launch successes. 

How do you get started with effortless, personal, omnichannel customer service?

Work with one or more (internal) customer Services Manager and Service Integration Team to co ordinate account start up, transition for service or product delivery. 

Can your board of directors have the CEO and an elected representative on it without interfering with the work of the board?

Partner with the leadership team to address (internal) customer service issues, particularly in the areas of product damages, repairs, exchanges and any concierge like needs. 

How do you plan to address Customer Service?

Partner with (internal) customer service team to understand (internal) customer feedback and requests for site enhancements, including product requests and site updates. 

How do you maintain a good customer relationship?

Make sure your company coordinates with (internal) customer service peers to allocate product to (internal) customer orders in low inventory situations to maintain high levels of service for key accounts. 

Of the characteristics common to good listeners, which do you consider most important in a customer service organization?

Be sure your workforce serves as liaison between (internal) customer service and research, engineering, manufacturing, and quality assurance regarding the definition and resolution of product problems. 

TECHNOLOGY:

How do you find the time to stay inspired, acquire new knowledge, and/or innovate in your work?

Provide hands-on leadership of and involvement in strategic planning, contact center facilities planning, technology planning and implementation oversight, day-to-day contact center operations (including coordination of 24/7/365 shift planning to ensure proper coverage), complex problem-solving, SLA definitions, quality and compliance, continuous performance tracking, measurement and goal attainment, ongoing assessment and management of service desk operational efficiencies and effectiveness, value-based revenue growth, cost controls and profitability (P and L), and collaboration with other leadership team members to ensure that Tier-1 and Tier-2 Service Desk professionals work together to ensure efficient and effective problem resolution, optimization of the (internal) customer service involvement, and overall (internal) customer satisfaction. 

Is there a senior level person responsible for customer diversity and inclusion, and are insights shared between the customer and employee diversity and inclusion lead?

Certify your process supports technology team members to build core technical skills, awareness, business knowledge, leadership, communication, and (internal) customer service skills to lead the growth and development. 

Are your systems and data delivering on potential to facilitate superior customer service and manage the full spectrum of risk?

Ensure strong (internal) customer service skills required to develop positive customer, team and leadership relationships to facilitate Business Technology business partnerships. 

Why, with a multitude of seemingly more pressing matters, should your organization also be responsible for professionally managing customer service?

Make sure the (internal) customer Service Delivery Manager is responsible for setting the strategic services direction that anticipates and addresses the business and technology needs for your top strategic (internal) customers. 

Are your call center and customer service agents staying on script in order to provide the best quality customer experience, comply with regulations, and avoid risk?

Secure that your company is working with other public and private departments in efforts to provide information technology specific (internal) customer service to the community, public, and key stakeholders. 

What are the inventory costs necessary to support customer service, and how can levels be improved while reducing inventory investment?

Understand (internal) customer Service processes and identify ways to optimize your technology and create process efficiencies. 

Have senior executives clearly identified and accounted for concerns regarding Customer Service issues and other change drivers, and emphasized that major improvements are imperative?

Establish and maintain a service orientated, (internal) customer focused information technology function that supports ongoing operations that drive efficiency, quality, (internal) customer service, and growth. 

Is it possible to keep the Customer Service Representatives to assist clients in navigating through the service delivery process?

Ensure your wide assortment, deep expertise, creative technology solutions and unparalleled (internal) customer service keep (internal) customers operations running and the people safe. 

How do you help deliver better customer service?

Lead delivery teams to redesign (internal) clients organizational structure, processes, and technology capabilities so they can deliver optimal (internal) customer service experiences. 

MANAGEMENT:

Have you successfully worked in a newly created organization that was still in the process of establishing its policies and procedures?

Make headway so that your company identifies and implements changes in practices to improve financial management and oversees implementation of recommendations for streamlining, automating, and improving accounting, financial reporting, auditing and disbursing, as well as financial system operations Establishes, evaluates and revises work processes to ensure organizational requirements and objectives are continually being met through a quality and (internal) customer service focus. 

How do you create stress free customer service?

Interface so that your operation understands (internal) customers processes and business needs and provides (internal) customer service around change and release management tools, process and artifacts. 

Does your organization have a written strategic plan in place to address the internal and external changes in your business?

Be sure your personnel provides (internal) customer service by responding to and resolving (internal) customer questions and issues; referring internal/external (internal) customers to appropriate department for issue resolution; educating internal and external (internal) customers on resolution protocol; preparing and providing data for (internal) customers; communicating with internal and external (internal) customers to retrieve and request additional documentation; and updating management team about significant (internal) customer issues. 

How do you make sure your processes continue to refine and improve, including by conducting periodic independent reviews?

Establish that your design provides strategic and technical leadership in the areas of energy and sustainability management and related standard operating procedures, predictive maintenance procedures, (internal) customer service and delivery level agreements and the development and review of performance criteria for outside service contracts. 

What will be the role of smart machines as bots, advanced knowledge discovery, and augmented reality change customer service?

Warrant that your process fosters a culture of (internal) customer service, quality and continuous improvement for the IT support team; follows IT service management concepts, in particular for service, change and configuration management, and problem management. 

How do you design your distribution network to maximize customer service and flexibility and minimize operating costs, capital investment and risk?

Ensure your organization manages required escalations to address (internal) customer service issues; provides executive level technical explanations to (internal) customers leadership to invest in incident management and (internal) customer engagements. 

Are there opportunities for improving customer service, or achieving either operational improvements or cost reductions through increased interorganization coordination?

Safeguard that your team collaborates closely with Demand management to understand the forecasted requirements and manages supply to achieve and maintain high s of (internal) customer service while achieving inventory productivity targets. 

How is your organization planning to utilize the massive potential of IoT to enhance the customer experience and increase business possibilities?

Orchestrate knowledge transfer and sharing best practices with team members that help enhance the quality and efficiency of (internal) customer service and process management. 

Do your organizations financial recording and reporting processes appropriately support scrutiny and decision making responsibilities?

Make sure the Account Associates work with the (internal) client Success team to support overall (internal) client management including new and renewal implementations, (internal) customer service coordination, issue resolution, root cause analysis, reporting, incentive rewards tracking and ongoing (internal) client requests. 

How do you drive efficiency, cost reduction, security and customer service?

Manage works with Learning and Development to improve New Hire Training based on what the team learns and (internal) customer Service Management to drive improvements for (internal) customer and employee involvement. 

PROCESS:

How do you help align talent to long term strategy/objectives?

Warrant that your team partners with leaders in the planning process to ensure strategic plans drive business results, optimize (internal) customer service and align with organization values. 

Are the people serving you empowered to meet your needs at all costs, or is wide profit margin the primary objective and performance measure?

Identify business process re-engineering opportunities, collaborate with business team to provide solutions to improve business efficiency, manufacturing lead time, quality, (internal) customer service and cost control. 

How do you select the training that meets your needs?

Certify your staff is responsible for the overall performance for the Process Area, ensuring services are delivered as expected with high levels of (internal) customer service to meet your (internal) customers needs. 

How do you inform other call centres?

Provide production support from (internal) customer service team and manage On Call and Major Incident processes in a 24x7 environment. 

Which channel(s) does your organization currently use to respond to customer inquiries and provide customer service?

Make sure the (internal) customer Account Representative serves as the (internal) customers champion throughout the organization and is responsible for leading key initiatives that provide product, process, and (internal) customer service excellence on behalf of your organization. 

How do you ask customers if your service goals are in line with service expectations?

Make sure your team is providing (internal) customer service regarding collection issues, process and review account adjustments, resolve (internal) client discrepancies and short payments. 

Are there are emerging technologies that customer service leaders should be looking into to stay on top of changes in the industry?

Oversee that your team improves (internal) customer service quality results by evaluating and redesigning processes; establishing and communicating service metrics; monitoring results and implementing changes. 

How do you keep up with the latest developments?

Ensure strong (internal) customer service and teamwork skills, quality and change orientation with initiative and a strong drive for continuous process and system improvement and eagerness to develop. 

How satisfied are your customer service and support staff with the technology and tools they use to do the job?

Assure your group provides (internal) customer service and support for both internal and external (internal) customers for HR related processes. 

What percentage of revenue/return on equity should be exposed to customer service and how should it be split between the various areas?

Work with (internal) customer Service Team to attain serviceability improvement and process enhancements. 

CLIENT:

How do you manage inventory, product quality, customer service, and risk?

Make sure your organization performs ongoing (internal) client support for complex technical performance issues and develops recommendations to ensure adherence to service level agreements and (internal) customer service excellence. 

How do you utilize it in the current product development project?

Work with internal business partners to proactively develop continuous quality improvement initiatives surrounding (internal) customer service and (internal) client satisfaction. 

Should the customer services manager be held responsible for the failure of the board of directors to adopt a code of practice?

Make sure the (internal) customer Service Account Manager serves as the primary business contact for the (internal) client and is responsible for (internal) client satisfaction. 

How do you link the results of your training needs assessment to funding requests, funding allocations, and organization and individual performance assessment?

Evaluate (internal) clients current (internal) customer service offerings, identify gaps, provide recommendations and propose strategic solutions that address the unique needs and business goals. 

How do you handle cash management implementations, customer service, product management and operations?

Make sure the Meeting and Events Manager manages employees and daily operations ensuring high-quality (internal) customer service by building strong event programming that aligns with the goals of (internal) clients and other stakeholders. 

How do you improve user experiences?

Provide concierge level (internal) customer service to your (internal) clients and agents and keep agents informed about challenges and issues that need to be handled. 

How do you measure the success of delivering WOW experiences?

Deliver unparalleled (internal) customer service to (internal) clients and internal stakeholders via telephone and email. 

How do you adapt your sourcing model to new development models and cloud?

Develop a strong (internal) customer service oriented relationship with client, employees and managers. 

DATA:

How do you expect the industry chain economics to evolve?

Utilize data and (internal) customer service skills to drive insights into how the team provides support, areas where it can continuously improve, and escalations into partner teams and evolve the current ticketing system, Jira ticket categories and queue management processes. 

Have you successfully done work that involved writing technical or legal reports, or translating technical or other complex material into language that was more easily understood?

Verify that your design has (internal) customer service skills working proactively and collaboratively with overarching research, compliance, and policy staff and stakeholders to implement and enhance internal and external management reports and public-facing data analysis tools and data sets. 

How do you ensure information in enterprise applications is supporting agile operations, streamlined processes, and outstanding customer service?

Make sure the Representative QA (QA Data Steward) is responsible for improving business processes and supporting (internal) customer service interactions to ensure key business objectives are met. 

How do you approach the customer service strategy?

Ensure you combine unshakeable (internal) customer focus and (internal) customer service ethic with business acumen and can draw insights from analyzing data, can form hypotheses about new product and product improvement opportunities, and brings systems thinking approach to improving processes. 

Have the proper and necessary customer use and service instructions been determined, and are they available when a new product or service is introduced ?

Analyze data and systems through a (internal) customer service (external (internal) customers and internal teams) perspective and determine business objectives and project steps. 

When reaching out to customer service, through which channels have you had the most success resolving your issues on the first attempt?

Lead (internal) customer Service Department in responding to (internal) client requests and lead Operations Department in researching and resolving problems with software and (internal) customer data issues. 

Are you an enthusiastic and experienced teller who sets the standard for outstanding customer service, has amazing technical skills and is the go to person for everyone else?

Ensure your end goal with these groups is to facilitate and spearhead initiatives to resolve product complexity based on data-informed decision making, building insights models, and utilizing robust Big Data resources and (internal) customer service sentiment to extract and tell compelling stories. 

How do you determine which products and services represent growth categories?

Assure your operation execute data science projects, working with product, engineering and/or (internal) customer service teams to identify requirements, perform analysis, and present results and/or solutions to stakeholders. 

DEVELOPMENT:

What kinds of services and support could you provide during a transition phase that would make people feel good about decision to work with you?

Warrant that your staff provides (internal) customer service and consults with (internal) customers to provide technical direction and support from the point of design through development and implementation. 

How do you reduce your budget without sacrificing customer service?

Ask questions, provide data-backed feedback on ideas, business cases and non-technical documentation at each stage of the process for the teams to negotiate features and requirements that impact (internal) customer service at every step in the product development lifecycle. 

How do you improve your approach to patient financial communications?

Establish that your operation provides (internal) customer Service leadership for business development efforts in project technical considerations, business development and proposal creation. 

How do you provide customer service as a part of your online sales experience?

Interface so that your personnel coaches and mentors frontline team members in skill development, (internal) customer service elevation and organization culture behaviors. 

What is the typical timeline and resources involved in customizing the solution and integrating into existing workflows and applications?

Work directly with the (internal) customer Service Training Manager during the development of training curricula to ensure quality control and effectiveness of all training. 

How are quality issues documented and communicated to suppliers, production, engineering and design, customer service and sales?

Interface so that your design delivers high level (internal) customer service to maintain current supplier relationships and the development of new supplier relationships. 

What is the typical timeline and resources involved in customizing the solution and integrating into existing workflows and applications?

Warrant that your process is involved in the development of product training and underwriting training material for underwriting and (internal) customer service staff. 

Does your organization have a customer service team in place to address customers concerns and needs over social media platforms?

Safeguard that your design is working closely with (internal) customer service and business development department to respond to collection concerns with existing and potential (internal) clients. 

How do you communicate the customer service policy throughout your organization?

Make sure your team various examples on how to communicate to different teams leadership, development, (internal) customer service and users. 

ACCOUNT:

Do you currently support Mobile as a customer service channel (transactional self service, automated self service and/or live agent)?

Interface so that your design is working one on one with multiple vendor contacts and internal accounting team to provide quality (internal) customer service and support services. 

How do you make sure that the future of insurance is all about coming up with innovative approaches to regulatory compliance, customer service and risk mitigation?

Make sure your staff aligns Account Team operations with the (internal) customer Service department in support of a unified approach to (internal) customers. 

Are you struggling to deliver digital transformation and improved customer services for your organization, whilst simultaneously driving down costs?

Deepen existing business relationships by continuing to increase account satisfaction with ownership of contractual service requirements, follow up with service delivery and deliver ever improving (internal) customer service. 

How do you monitor customer service and support performance?

Handle general (internal) customer service with existing accounts and new business accounts, including communicating directly with the (internal) customers to facilitate services after quoting is completed. 

How do you improve the quality, the design of the goods and the customer service?

Coach and manage the (internal) customer Service department and account manager, to improve personal skills and growth. 

What type of process includes order processing, customer service processing, sales processing, customer billing processing, and order shipping processing?

Ensure your organization is accountable for developing and sustaining a culture of (internal) customer service excellence to include measurements and continuous improvement. 

How do you model a customer service representative handling an irate customer?

Ensure achievement of corporate goals for (internal) customer growth by acting as point of escalation in handling high priority (internal) customer service issues, contractual negotiations and outstanding account receivables. 

What barriers might exist to business teams prioritizing ethics when it comes to business selection, product design or customer service?

Empowered and accountable to meet or exceed the established (internal) customer service standards. 

How do you cut customer service costs without cutting customers?

Secure that your operation is accountable for outstanding (internal) customer service to all external and internal contacts. 

How do you foster meaningful customer relationships across multiple channels?

Lead operational and account support activities to include; changes in (internal) customer service, inventory transfers, billing and invoicing, issue resolutions, incidents, etc. 

SUPPLY:

How do you adopt new technologies to improve the customer experience, and face changes head on?

Secure that your workforce implements methods, practices and techniques to ensure the most economical movement of materials through the supply chain to achieve cost-effective logistics practices and inventory levels while meeting (internal) customer delivery requirements Monitor (internal) customer service metrics, analyze gaps, and drive actions to improve on-time delivery. 

Is it possible that attempting to save money by limiting the number of telephone support personnel is actually costing your organization money by raising customer returns?

Develop and maintain valid end to end supply plans for each product group to promote and support execution for achieving (internal) customer service levels and inventory turns per agreed target levels. 

How do you know if you are measuring or meeting your customers needs?

Secure that your workforce is responsible for product plans and allocations based on demand reviews with commercial (internal) customer service and agree with sites third parties the planning required for supply plans to meet business requirements. 

How do you connect pricing to marketing, sales, supply/ demand and finance?

Ensure your Synchronized Planning and Fulfillment practice develops integrated business and supply chain planning solutions that synchronize (internal) customer demand, supply chain assets, and working capital to drive and deliver improvements in (internal) customer service levels, supply chain efficiency and financial results. 

What can customer service teams do to convince the executives to adopt a customer service culture across the entire business?

Ensure your organization leads and develops people while providing mentorship to (internal) customer Service Operations and Supply Chain Talent to aid in future succession plans of your organization. 

How do you improve supply chain efficiency?

Provide leadership and guidance to supply chain organization with the main goals of achieving (internal) customer service levels while optimizing end to end supply chains. 

How do you improve the acquisition process?

Represent Supply Chain Management in the surveillance of (internal) customer service satisfaction through face-to-face interactions and complaint management to improve logistics and materials management deficiencies in (internal) customer service and involvement. 

Is each customer focused KPI cascaded down to each supply chain function and tailored to measure functional customer service performance?

Support (internal) customer service and supply chain teams through data analysis for continuous improvement of internal processes as well as (internal) customer alignments and meetings. 

EXPECTATION:

What is the experience in your industry of the quality of service, speed to implement and overall service levels, customer services and support?

Liaison so that your team oversees and ensures the provision of quality (internal) customer service and support to a diverse (internal) customer base by the assessment of (internal) customers needs and satisfaction of (internal) customers expectations. 

Does your monitoring and supervision approach recognize the need for, implement and test changes to the model as a result of regulatory or parameter change?

Establish that your workforce works to create and monitor (internal) customer service policies and procedures to ensure a highly efficient and (internal) customer service oriented workplace as well as compliance with company expectations, policies organization rules and regulations. 

In the past year, have other organizations generally improved or worsened in terms of how quickly you feel they respond to you over social media channels surrounding a general inquiry or complaint?

Establish that your group is responsible for defining clear expectations of team metrics, (internal) customer service and feedback on where they are tracking on the goals and objectives. 

Do you have your recruiters or managers identifying outgoing people while looking for employees that will make good Customer Service people?

Establish that your operation delivers (internal) customer service excellence by knowing (internal) customers business needs, identifying appropriate technical solutions, and meeting/exceeding service expectations. 

How do you measure the quality of the customer service at the moment?

Certify your workforce manages inventory levels to target expectations and (internal) customer service availability agreements. 

Do you periodically gauge employee satisfaction with the benefit plan in terms of customer service, timeliness, claim management and accuracy?

Ensure your expectations around the quality of your (internal) customer service are among the highest in the industry. 

How do you currently manage complaints?

Secure that your company is creating a culture of (internal) customer service that consistently exceeds your (internal) customers expectations. 

How do you recognize achievement and celebrate success?

Support and manage the (internal) customer service expectations and achieve relevant performance metrics. 

Do you, in addition to using short words and sentences, frequently take the time to verify the customers understanding of your message before continuing. failure to do so might result in a waste of time and frustration for both you and the customer. in doing this, avoid questions such as, do you understand?

Establish that your design ensures employees understand (internal) customer service expectations and parameters.