The quality of customer service can make or break an organisation - a low cost approach might save money, but lose customers, whereas too high an investment might deliver excellent service but be ultimately too expensive. Automating the process and getting the users involved directly through web self-service can help enormously, but there are many aspects to consider. This checklist is not meant to be a programme that is followed slavishly to generate the 'right'answer, but a tool to support the decision-making process. It is likely that the answers to some questions will carry more weight or importance, but it is useful to explore all areas as this might throw up interesting results or shine a light on issues that had not been considered.

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