To learn more, go to www.tellcsi.com or contact your Spader rep at 1.800.722.3377.

Customer Service Intelligence

CSI is a system that focuses management and employees on customer-centricity, empowers businesses to be immediately responsive to their customers' needs, and assures customers that their satisfaction is imperative to the business.

  • Documents, with total objectivity, whether or not services are being delivered as management intends them to be
  • Provides simple-to-read, actionable reports for all parts of all programs
  • Provides a tracking system that compares month-to-month and year-to-year
  • Enables businesses to address changes in small, manageable steps
  • Guides businesses to position themselves to meet or exceed customers' expectations
  • Produces a simple, seamless, step-by-step process toward customer centricity

How It Works

  1. CSI completes a Needs Analysis to determine the issues to be addressed from your selection of one or more of the following CSI packages:
    • Showroom prospect
    • Retail show prospect
    • Sales delivery (with an optional second sales delivery 6–12 months later)
    • Service
  2. CSI develops a series of questions to ask customers.
  3. After a service, sales delivery or prospect transaction occurs, the business e-mails the customer information to CSI.
  4. CSI representatives make as many as six attempts to call each customer, leaving a message with a toll-free number to call after the sixth unsuccessful attempt.
  5. When CSI successfully contacts a customer, the representative asks four to six objective and succinct questions in a friendly, conversational manner.
  6. You receive immediate feedback from the interview:
    • For service and sales delivery programs, anything that is not 100 percent satisfactory
    • For prospect programs, all the answers to all the questions
  7. CSI provides a full report at the end of the month.
  8. Business management can maximize the contents of the monthly reports by having CSI analyze the report and conduct a one-hour teleconference to review the conclusions and guide the business in selecting three to five action items for the upcoming month. And custom training can be tailored for your specific needs.