Thursday, August 17, 2006

Customer Service Policy - Part 2

In addressing the customer service policy it is best to start by making a wish list. No, not what you think you should give to the customer but what you feel the customer wants from you.

Look at it as if you were the customer and then compile a list of what you think you would want, also consider feedback that customers have given you by way of sales people, personal contact and feedback instruments such as surveys.

Cover every aspect of your business such as; sales, store or office atmosphere i.e. displays, flooring, furnishings, decor etc, Accounts (are the billings on time, correct information and totals including credits, How are phones answered, how are receptionist trained to greet customers and handle their issues etc, Warehousing, logistics such as do you ship and deliver on time, the shape of the merchandise when delivered, routing, what shape are the trucks in etc. I think you can get the point from this very abbreviated list. Yes this applies to all businesses including restaurants.

Use large type for each area heading with indented items in your list. Remember customer service if done correctly is the total some experiences of all aspects of a company that a customer associates or comes in contact with. This includes your call center if you use one, in house or outsourced.

Please feel free to leave your comments.

For more information on customer service please visit "The Customer Development Center"

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