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.