Customer Care Flashcards
What is customer service
Providing a good experience for the customer before, during and after purchase, to standards that meet their expectations
What makes bad customer service
Rude staff
Staff nor being knowledgeable about the products or services on offer
Long waiting times
Unhelpful staff
Factors that ensure internal customer (employee) satisfaction
Involve employees in decision making
Provide good training
Have procedures in place to support staff
Key features of good customer care
Customer feedback forms
Good after sales service
Complaints procedure
Mission statement
Hiring suitable staff
What does a vision/mission statement contain
The aims/goals of the organisation
How the aims/goals will be achieved
Cross between a summary and a slogan (short and brief)
It should ensure the customer and employee understands the direction of the organisation
Why are mission statements important
They will attract customers
Will help motivate employees and keep them focused
Everyone will be working towards a common goal
Will improve the image of the company
What does a good customer care policy include (features)
Mission statement
Loyalty schemes
Complaints procedure
Customer service strategy/customer care statement
What is a customer care policy
A written policy detailing promises and guarantees that an organisation will make to their customers.
It supports staff by detailing what will happen in certain circumstances (eg. Complaints)
It makes sure customers are dealt with consistently and fairly
What’s a customer care statement
A written statement which sets out the level of service and standards the customers should expect
Should Include policy and procedures for dealing with customers
Why does a customer service level agreement (sla) do
Sets expectations between the customer and the provider
Describes what the organisation promises to do
Shows the standards which they have to meet
How should the company go about complaints
Should acknowledge them immediately
Time limits should be established (eg. All complaints will be resolved in 5 days)
Results should be communicated to the customer promptly
All complaints should be reviewed
Why have a complaints procedure?
Staff know how to respond to complaints
Customers know how and who to complain to
Can create a positive image for the organisation
Benefits of good customer service
Motivated and high performing staff
Loyal customers
Good reputation
Increased sales and profit
Remain competitive
Impact of poor customer service
Bad publicity
Dissatisfied customers
Demoralised and demotivated staff
Higher staff turnover rates
Reduced sales and profits
