Customer Service Stages: Ordering, Claims, and After-Sales

Customer Service Stages

Ordering

Using a computer management tool to fill customer data (name…)

Information Request

During the sales process, customers need to be able to easily get information about their purchase.

Claims/Complaints

When dealing with claims, we must take into account:

  • Who the claims should be addressed to
  • What data is sent to the customer
  • Establish 3 levels of response: serious, lower, and middle-class.
  • Claims that don’t require any actions
  • False or imaginary claims
  • Having claim forms available is essential and compulsory.

After-Sales Service

Service provided after the customer has bought a product or service.

Main Benefits of an After-Sales Service

  • Enjoyment of the product or service
  • The possibility of a further purchase
  • The possibility of a customer recommending us
  • To know the customer’s impression
  • To get information about what we could improve
  • To inform about new offers or campaigns

Types of After-Sales Services

  • Promotional: Related to sales promotion, offers, contests
  • Psychological: When we send a gift or a greeting card to a customer (birthdays, etc.)
  • Security: To provide protection, a guarantee, or the possibility of a refund
  • Maintenance: When we offer the service of installation and training to ensure proper use

Resolving Complaints and Claims

A complaint is the mere expression of dissatisfaction, and a claim expresses a dissatisfaction or complaint requesting some response by way of compensation. A complainant or claimant (demandante)

Includes Three Functions:

  • Responsible for customer service (receives complaints/claims, starts process)
  • Technician: responsible for performing the action
  • Trainer: responsible for training the customer

Complaints/Claims Should Follow These Principles:

A) Visibility: Procedure must be public to customers

B) Accessibility: Procedure must be easily accessible to the claimant (languages)

C) Diligent Response: Complaints must be communicated to the complainant immediately

D) Objectivity: The complaint/claim should be managed in a fair and impartial way.

E) Costs: It should have no cost to the claimant

F) Privacy: The claimant’s personal data should not be disclosed

G) Customer-oriented: Staff should be open to feedback

H) Responsibility: The company must clarify who is responsible for dealing with the complaint

I) Continuous Improvement: This has to be the main objective of the company.

Communication of the Basics for Filing Complaints:

  • Report to the customer where to submit the complaint.
  • The means for receiving complaints
  • Who will deal with the complaint
  • Deadlines to solve the complaint
  • The options for complaints resolutions, like the OMIC
  • How to find information regarding a complaint

The Model Form From the Company Should Include the Data Needed to Track the Complaint Such As:

  • Reason
  • Solution desired by the customer
  • Product or service that causes the complaint
  • Deadline to provide an answer
  • Identification details from the customer
  • Action taken, if any
  • Customer should receive an acknowledgement from the company.