Agent support manual

What commitment means to our customers

When you discuss and agree on a course of action to meet a customer's request, the customer expects that the action will be carried out efficiently and in accordance with your promises.

Not acting on your commitment can lead to: bullet point.

• a loss of the sale or service you are negotiating , bullet point.

• no repeat business from that customer , bullet point.

• loss of business from others the customer tells about their dissatisfaction , bullet point.

• less job satisfaction for you as an agent.

There are many different ways to demonstrate your commitment to a customer.

Build a rapport

You will find that having a friendly working relationship with your customers helps you to carry out any commitment. Customers discuss their needs more readily when you use active listening and empathy.

Take ownership of the request

Give your first name to the customer so that they know who will be looking after their request and who to call if problems arise.

 My name is Duong. I will be handling your request from now on. Please don't hesitate to call me if you have any questions. 

For security reasons, you should only give customers your first name.

Discuss and agree what you will be doing

When you have identified the customer's needs, presented the options and the customer has agreed on a purchase, you need to discuss and agree what you will be doing and when.

 I will arrange for courier delivery of your Cocos palms between 2 and 4pm this afternoon. Is that suitable for you?  

Keep your promises

After you finish a call, make sure that you carry out any activity you have agreed to do.

If you tell a customer that you will call them with the required information by a certain time, make sure that you do call them by that time.

Do it right the first time

Be efficient in the way you manage the customer's request.

Customers dislike having to phone up and find out why an action hasn't occurred. They are much more impressed when their requests are processed smoothly.

Keep the customer informed

If you have not been able to carry out an agreed action, call the customer and tell them what has happened.

 I haven't been able to find out the information you need about your pool pump - the technicians are all on a training course this afternoon. May I call you tomorrow at a suitable time, when I should have the information? 

Most customers will understand and appreciate that you are trying to help them, but sometimes matters are out of your control.

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