Conducting a Walk-Through

This tip sheet provides details on how to conduct a "walk-through" of a service-related organization to assess the customer-facing services and processes provided by that organization. Typically conducted by a member of the management team, a walk-through involves going through each step of the service delivery process, recording experiences, and incorporating the input of related staff members at each level to identify problem areas, in an effort to achieve continuous improvement of the customer experience.

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