Our system for managing our customer relations Overview of our system “How it works” Summarise your system, how does your system work Imagine someone asking you “How does your xxx system work” [e.g…
Purpose Ensure that our customer service is always exemplary Background Think about the last time you had a negative buying experience. Did an e-commerce site fail to respond to your email query Did a sales person at your neighborhood computer store fail to know the difference between a floppy drive and a hard drive Perhaps you were left on hold for an inordinate amount of time when you called a company’s telephone. Negative buying exp…
Purpose Identify accurately Customer Property Secure Customer Property Background A significant cause of customer dissatisfaction is when their property is not effectively cared for or is lost. Procedure (WHO) is responsible for logging customer property to the customer property register The company has provision in its insurances for “Customers Property in Care Cus…
Purpose Gather feedback from product users to improve the business performance. Background This is a key element in any customer service and continuous improvement process Scope All Staff Procedure Responsibility…
Background Proper root cause analysis identifies the basic source or origin of your problem. Root cause analysis is a step by step approach that leads to the identification of a fault’s first or root cause. Every system, equipment, or component failure happens for a reason. There are specific succession of events that lead to a failure. A root cause analysis investigation follows the cause and effect path from the final failure back to the root cause….
[e.g. Satisfaction] SCALE SURVEY…