Maximising customer satisfaction
Staff training
Well-trained staff will be knowledgeable about the business and will be able to deliver a high standard of customer care. Staff should be regularly updated on the company products.
After-sales service
This is the service provided by the company after a purchase has been made. This service includes:
- returns and refunds
- guidelines on how to achieve the best from the product
- service and product maintenance
Customer care strategy
This lets the customer know:
- what level of service to expect
- how complaints will be handled
Customer complaints procedures
These include instructions on how employees should handle complaints such as:
- the length of time it should take
- who should deal with a complaint
- how it should be processed
It is important to keep customers informed on the progress of the complaint. If a customer complaint is handled effectively, the customer will be more likely to return to the business.
Recruitment and selection
There should be a thorough recruitment process to ensure the highest quality staff and correct number or employees are working for the company. This will ensure high standards of customer service are maintained.