Customer Care Strategy

Question 1

Customer Service Promise

Answer 1

This is a statement that details the level of service a customer can expect from the organisation. It will detail the quality that can be expected from the product, the service level that should be provided by employees and the penalties payable to customers if the customer service promise is broken

Question 2

Service Standards

Answer 2

This is a statement that informs employees of the level of service they are expected to provide to customers. It will detail how customers should be treated over the phone, how customers should be treated if they have a complaint, how customers should be addressed and how the phone should be answered.

Question 3

Return Policy

Answer 3

This is a statement that outlines how business will deal with customers who return items to the shop. It will detail how long customers have to return an item, what types of items cannot be returned and what will be offered when an item is returned eg exchange, money back or credit note

Question 4

Loyalty Schemes

Answer 4

This is a statement that outlines how customers will be rewarded for shopping at an organisation. Loyalty cards, frequent travel air miles and discounted petrol are common loyalty rewards. All these rewards are aimed at retaining customers by showing that the organisation value and care for them. Reward points can be cashed In for money or other products.

Question 5

Complaints Procedure

Answer 5

This is a statement that details how customers should make a complaint and how the organisation should process it. A good complaints procedure should be available for customers to read, should be easily understood and followed, should be dealt with quickly, should keep customers informed about the progress of their complaint, should be handled by trained members of staff, should be applied consistently, should advise customers of the outcome of the complaints within a certain number of days and should be reviewed periodically to determine if policy should be changed.

Question 6

Communicating With Customers Policy

Answer 6

This is a statement that outlines how and in what ways customers should be communicated with in order to provide a good service. These may include face-to-face meetings, telephone conversations, letters and emails.

Question 7

Market Research Strategy

Answer 7

This is a statement that outlines how an organisation will find out what customers want in terms of products features, service etc. Organisations listen to their customers and place value on their views. Organisations can use techniques such as ‘mystery shopper’ and ‘focus groups’ to obtain feedback about goods and services.

Question 8

Quality Management Strategy

Answer 8

This is a statement that details how an organisation will ensure its products meet a certain standa5rd. It will detail how quality will be checked, what the quality standard actually is, who is responsible for checking quality standards are met and any guarantees or warranties that the product will have.

Question 9

Service Level Agreement

Answer 9

This is a statement that details the level of service different departments is an organisation can expect from each other. It will detail agreed response times to queries, how long it should take before phone calls are answered, how long it takes for documents to be completed and how communication should occur between departments.