Customer Service Communication Audit Template

Section 1: Audit Information

Auditor Name: Date: Department/Team: Channels Audited (e.g., Email, Chat, Phone):

Section 2: Communication Sample Details

Customer Name/ID: Interaction Date/Time: Type of Inquiry/Issue:

Section 3: Audit Criteria

Criteria	Yes/No	Comments
Greeting was appropriate and friendly
Agent understood customer issue
Provided accurate information/solution
Communication was clear and concise
Empathy and professionalism shown
Follow-up or next steps explained

Section 4: Overall Feedback

Strengths: Areas for Improvement: Additional Comments: