Checklist to improve customer service icon

Checklist to improve customer service




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НазваниеChecklist to improve customer service
Дата публикации03.02.2014
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1. /Customer Service/Addressing Complaints/Checklist_To Improve Customer Service.rtf
2. /Customer Service/Addressing Complaints/Customer Complaint Form.rtf
3. /Customer Service/Addressing Complaints/I Am Sorry You Are Displeased with the Substitute Item.rtf
4. /Customer Service/Addressing Complaints/Please Forgive the Error Made in Order.rtf
5. /Customer Service/Addressing Complaints/Sorry About the Mistake in Invoice.rtf
6. /Customer Service/Addressing Complaints/We Are Not Taking Your Dissatisfaction Lightly.rtf
7. /Customer Service/Addressing Complaints/We Received Your Return and Are Happy to Exchange it.rtf
8. /Customer Service/Addressing Complaints/We're Working on the Missing Shipment.rtf
9. /Customer Service/Addressing Complaints/We've Credited Your Account_You're Right.rtf
10. /Customer Service/Addressing Complaints/We've Followed the Warranty to the Letter - and Beyond.rtf
11. /Customer Service/Addressing Complaints/You Are Absolutely Right - You Owe Us Nothing.rtf
12. /Customer Service/Customer Relations/Acknowledgment of Customer Praise of Employee.rtf
13. /Customer Service/Customer Relations/Acknowledgment of Unsolicited Ideas.rtf
14. /Customer Service/Customer Relations/Apology and Tender of Compensation.rtf
15. /Customer Service/Customer Relations/Apology for Delayed Response.rtf
16. /Customer Service/Customer Relations/Apology for Poor Service Rating on Customer Questionnaire.rtf
17. /Customer Service/Customer Relations/Christmas Season Thank You to Valued Customers.rtf
18. /Customer Service/Customer Relations/Congratulations on Expansion.rtf
19. /Customer Service/Customer Relations/Congratulations on Formation of a New Company.rtf
20. /Customer Service/Customer Relations/Congratulations on Service.rtf
21. /Customer Service/Customer Relations/Customer Revival, Product Sales.rtf
22. /Customer Service/Customer Relations/Customer Service Action Form.rtf
23. /Customer Service/Customer Relations/Customer Service Request Form.rtf
24. /Customer Service/Customer Relations/I Value Your Business and Regret Losing it.rtf
25. /Customer Service/Customer Relations/Letter to Customer Not Home for Service Appointment.rtf
26. /Customer Service/Customer Relations/Please Complete the Enclosed Questionnaire.rtf
27. /Customer Service/Customer Relations/Recommendation Regarding Repaired Product.rtf
28. /Customer Service/Customer Relations/Record of Purchase Form, Warranty Registration.rtf
29. /Customer Service/Customer Relations/Request for Customer Feedback.rtf
30. /Customer Service/Customer Relations/Request for Pickup of Repaired Merchandise.rtf
31. /Customer Service/Customer Relations/Second Request for Renewal of Service Agreement.rtf
32. /Customer Service/Customer Relations/Spontaneous Good Customer Relations Letter.rtf
33. /Customer Service/Customer Relations/Standard Cover Letter in Response to Inquiry.rtf
34. /Customer Service/Customer Relations/Thank You for Customer Referral.rtf
35. /Customer Service/Customer Relations/Thank You for Evaluation Product, Product Similar, Declined.rtf
36. /Customer Service/Customer Relations/Thank You for Evaluation Product, Product Unacceptable.rtf
37. /Customer Service/Customer Relations/Thank You for Favorable Product Review.rtf
38. /Customer Service/Customer Relations/Thank You for Giving Your Time.rtf
39. /Customer Service/Customer Relations/Thank You for Offer to Help Us Campaign.rtf
40. /Customer Service/Customer Relations/Thank You for Payment After Phone Call.rtf
41. /Customer Service/Customer Relations/Thank You for Product, Impressed, Declined.rtf
42. /Customer Service/Customer Relations/Thank You for Substitute Check After Denial of Discount.rtf
43. /Customer Service/Customer Relations/Thank You for Tour.rtf
44. /Customer Service/Customer Relations/Thank You for Your Confidence, Service Business.rtf
45. /Customer Service/Customer Relations/Thank You for Your Inquiry_Price List Enclosed.rtf
46. /Customer Service/Customer Relations/Thank You for Your Kind Comments.rtf
47. /Customer Service/Customer Relations/Thank You for Your Suggestions.rtf
48. /Customer Service/Customer Relations/Thanks for Recommending my Company.rtf
49. /Customer Service/Customer Relations/Thanks for the Meeting and the Consideration.rtf
50. /Customer Service/Customer Relations/Thanks to Customer for Repeat Business.rtf
51. /Customer Service/Customer Relations/Thanksgiving Letter to Customers.rtf
52. /Customer Service/Customer Relations/Welcome Discount for New Enterprise.rtf
53. /Customer Service/Customer Relations/Your Input is Needed on a New Product Now Being Developed.rtf
54. /Customer Service/Response/Customer Return Report.rtf
55. /Customer Service/Response/Reply Apology and Notice of Shipment in Replacement.rtf
56. /Customer Service/Response/Reply Notice of Limited Warranty.rtf
57. /Customer Service/Response/Reply Notice of Reshipment.rtf
58. /Customer Service/Response/Reply Notice of Shipment Being Traced.rtf
59. /Customer Service/Response/Reply Notice of Violation of Warranty Exclusion.rtf
60. /Customer Service/Response/Reply and Referral to Distributor.rtf
61. /Customer Service/Response/Reply to Inquiry about Discontinued Model.rtf
62. /Customer Service/Response/Reply to Inquiry and Inability to Offer Substitute.rtf
63. /Customer Service/Response/Response to Improper Billing after Payment.rtf
64. /Customer Service/Response/Response to Invoice Received after Payment.rtf
65. /Customer Service/Response/Response to Request for Service on Expired Warranty.rtf
66. /Customer Service/Response/Return Authorization.rtf
Checklist to improve customer service
Customer Complaint Form customer information
Object: sorry that you are displeased with the substitute item
Object: please forgive our error
Object: sorry about the mistake we made in your invoice
Object: we are not taking your dissatisfaction lightly
Object: we received your return and are happy to exchange it
Object: we’re working on the missing shipment
Object: we have credited your account
Object: we’ve followed our warranty to the letter – and beyond
Object: you are absolutely right – you owe us nothing
Object: acknowledgment of customer praise of employee
Object: acknowledgement of unsolicited ideas
Object: apology and tender of compensation
Object: apology fop delayed response
Object: apology for poor service rating
Object: Christmas Best Wishes
Object: congratulations on expansion
Object: congratulations on formation of a new company
© Copyright Envision Corporation. 2002. All rights reserved. Protected by the copyright laws of the United States & Canada and by international treaties
Object: we wold like to hear from you again
Customer Service Action Form
Customer service request
Object: I value your business and regret losing it
Object: you were not home when we passed by
Object: please complete the enclosed questionnaire
Object: Recommendation Regarding Repaired Product
Object: Record of Purchase Form, Warranty Registration
© Copyright Envision Corporation. 2002. All rights reserved. Protected by the copyright laws of the United States & Canada and by international treaties
Object: request for pickup of repaired merchandise
Object: Second Request for Renewal of Service Agreement
Object: just want to tell you how I value our relationship
February 2, 2014
Object: Thank You for Customer Referral
Object: Thank You for Evaluation Product
Object: Thank You for Evaluation Product
Object: Thank You for Favorable Product Review
Object: thank you for giving your time
Object: Thank You for Offer to Help Us Campaign
Object: Thank You for Payment After Phone Call
Object: Thank You for Product, Impressed but must Declined
Object: Thank You for Substitute Check After Denial of Discount
Object: Thank You for Tour
Object: Thank You for Your Confidence in our Service
Object: Thank You for Your Inquiry, Price List Enclosed
Object: Thank You for Your Kind Comments
Object: thank you for your suggestions
Object: thanks for recommending my company
Object: thanks for the meeting and the consideration
© Copyright Envision Corporation. 2002. All rights reserved. Protected by the copyright laws of the United States & Canada and by international treaties
Object: Thanksgiving Letter to our Customers
Object: Welcome Discount for New Enterprise
February 2, 2014
Customer Return Report From
Object: apology and notice of shipment in replacement
Object: notice of limited warranty
Object: notice of reshipment
Object: notice of shipment being traced
Object: notice of violation of warranty exclusion
Object: reply and referral to distributor
Object: reply to inquiry about discontinued model
Object: reply to inquiry to inability to offer substitute
Object: Response to Improper Billing After Payment
Object: Response to Invoice Received After Payment
Object: Response to Request for Service on Expired Warranty
Return Authorization Sold To

© Copyright Envision Corporation. 2002. All rights reserved. Protected by the copyright laws of the United States & Canada and by international treaties. IT IS ILLEGAL AND STRICTLY PROHIBITED TO DISTRIBUTE, PUBLISH, OFFER FOR SALE, LICENSE OR SUBLICENSE, GIVE OR DISCLOSE TO ANY OTHER PARTY, THIS PRODUCT IN HARD COPY OR DIGITAL FORM. ALL OFFENDERS WILL BE SUED IN A COURT OF LAW.




© Copyright Envision Corporation. 2002. All rights reserved. Protected by the copyright laws of the United States and Canada and by international treaties. IT IS ILLEGAL AND STRICTLY PROHIBITED TO DISTRIBUTE, PUBLISH, OFFER FOR SALE, LICENSE OR SUBLICENSE, GIVE OR DISCLOSE TO ANY OTHER PARTY, THIS PRODUCT IN HARD COPY OR DIGITAL FORM. ALL OFFENDERS WILL AUTOMATICALLY BE SUED IN A COURT OF LAW.

CHECKLIST


TO IMPROVE CUSTOMER SERVICE


The following checklist will help you identify your strengths and weaknesses to help you improve the quality of service your organization is providing to your clients. It’s a fact that it cost about five times more to get a new customer than to simply keep an existing one. So do all it takes to keep your actual clients!


Examine Your Organizational Culture



  • You are unlikely to get close to your customers unless the culture of your organization encourages such a relationship. Staff should be trained to think "customer first" – those who are not customer-focused can endanger the success of the organization by making inappropriate decisions, failing to respond to changing situations appropriately or quickly enough, or neglecting to serve customers in a way that promotes their loyalty.




  • If the culture in your organization does not support a customer-focused approach, implement a program of long-term culture change.




  • Remember that every section of your organization has customers. Staff in direct contact with external customers cannot provide effective service without the internal support of colleagues all along the chain. To encourage internal service departments to adopt an outward-looking customer focus, their operators might work for a week or two in the department they service.




  • Customer focus needs to pervade every level of the organization. How often do your key decision-makers and strategy formulators deal face to face with customers? A period on the front line would increase their awareness.



Identify Your Customers



  • Your customers are those who use the output of your work. They may be internal to your organization (for example, your personnel function has all employees as its customers) or external (members of the public, other businesses, or government or public bodies).




  • In identifying customers, distinguish between purchasers and end users. You will probably wish to compile a database so you can profile your customers.



Profile Your Customers



A wide range of factors influences customer behavior, for example, if you are selling to individuals:


  • Gender – particularly where the purchaser or end user is not the sole decision maker;

  • Age – different age ranges being more susceptible to targeting by some products than others;

  • Marital status – especially combined with other factors such as children and disposable income;

  • Home ownership – indicating specific needs and responsibilities that relate to buying patterns;

  • Location – urban consumers differs from rural ones; regions differs culturally and economically;

  • Lifestyle – since all customers have individual activities, interests, and opinions.

If selling to businesses, you should look at factors like:


  • Revenues

  • Number of employees

  • Industry

  • Number of years in business

  • Credit rating


These factors become more useful when they are analyzed in combination – for example, age, home ownership, and number of dependent children can indicate the likely amount of a customer's disposable income.


Decide how to approach your customers to find out their basic characteristics. It may not be possible to ask every customer individually, but other fruitful approaches exist, for example:


  • Market research

  • Questionnaires

  • User- or focus-group discussions

  • Customer audits

  • Attitude surveys


Take advantage of opportunities to meet business customers at their premises or at yours in a series of open houses or customer care programs or through membership of user groups, industry liaison meetings, or partnerships arising out of new product development.


Assess Your Customers' Opinions and Attitudes

Organizations with an inaccurate perception of their customers' needs most likely:



  • make untested and unwarranted assumptions about what customers think;

  • rely on weak anecdotal evidence;

  • accord too much weight to atypical complaints.


If you don't make the effort to find out what your customers think, you can be caught off balance when they go elsewhere. If you don't know why they are going elsewhere, you can't identify corrective actions. Besides factual information about your customers, find out:



  • why customers buy your product or use your service;

  • how they use it;

  • what their opinion is of your product or service;

  • why they choose your offering over the competition;

  • what their experience is of your product or service in terms of performance and after-sales care.


Attitudes and opinions are hard to quantify, and many factors influence a decision to purchase or to remain loyal to a particular brand. Customers may be influenced as much or more by their impressions of service – courtesy, promptness, etc.– as by the quality of a product. Exploring these issues requires detailed research, and if you do not have adequate in-house expertise you may wish to use an external research agency.


Be sure to listen to your frontline staff, who are on the end of firsthand comments from customers about their satisfaction and dissatisfaction. Consider setting up a procedure for reporting this information.

Channels usually employed for customer service can also be used to solicit customers' opinions by an open dialog that is meaningful to the customer. Such channels include customer charters, warranties, statements (and monitoring) of performance standards, open and willing acceptance of penalties for noncompliance, and refunds in cases of non-satisfaction.


Act on Your Findings

Analyze the results of your research, interpret the data, and publicize your findings. Use your findings to identify where you need to take action to maintain your competitive advantage. Involve all staff in this process; encourage everyone to think "customer first."


Paying attention to your customers' needs is an ongoing process. Consider setting up a regular research project, introducing methods of soliciting customers' suggestions and creating response mechanisms, or initiating procedures that constantly monitor your market.


Consider Using the Internet to Improve Customer Focus

The internet is increasingly being used by customers to select items for purchase, specify designs, and submit comments and suggestions on products and services. Used judiciously, the Internet permits an organization to get closer to its customers than ever before.


Give Feedback to Customers

Let your customers know that you value their needs and their ideas. This may mean publishing a revised mission statement reiterating your commitment to fulfilling their needs, or publicizing survey results and details of new products or product amendments made as a result of the research.

Feedback is not a onetime event. It needs to be a continuous process that informs customers of your organization's response to suggestions, mistakes, and new ideas and that encourages further dialog.


Dos and Don'ts for Getting Close to the Customer…


Do:

  • Think of ways to reward customers for sharing their likes and dislikes.

  • Make sure your organizational culture encourages staff to think "customer first."

  • Integrate customer focus with other business activities – it should be a cross-departmental, cross-functional initiative.


Don't

  • Don't make assumptions about what people think without testing them.

  • Don't rely on data from too small a sample of customers.

  • Don't react too hastily to vociferous complainers – see whether other customers feel the same way.

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