Agent support manual
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The Bushland Blooms Customer database can be found on the Intranet.
The database is used for keeping accurate, current records about a customer's business with the company. It helps all employees provide quality customer service. Some of this data is analysed and used to assess and improve the company's performance standards and business goals.
Each time you speak to a customer, you should ensure that their up-to-date details have been entered on the database.
You should know how to use the database to: bullet point.
log on to the database , bullet point.
use the database , bullet point.
record customer details , bullet point.
process an order , bullet point.
To access the Bushland Blooms database, click on the Customer database button on the Bushland Blooms Intranet. Enter your Username and Password and click on the Login button.
Your password should be at least 5 characters long and consist of both letters and numbers. For security purposes, you will be automatically prompted to change your password at regular intervals.
The database has different sections to help you retrieve and record different types of information. Here's a brief description of what each section is used for:
Read the Help section on the database for more information and directions on how to use it. Once you have logged on, you can access the Help section by clicking on the '?' icon in the top right hand corner of the screen.
Each time you speak to a customer you should enter, check or amend their address and contact details.
Make sure that you obtain or confirm each customer's: bullet point.
name , bullet point.
address , bullet point.
telephone number(s).
If you need to enter or amend customer information, you should keep the customer informed that you are typing in the details. bullet point.
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Read the Database help in the Customer database section on the Intranet for more details on how to: bullet point.
search for a customer , bullet point.
add a new customer , bullet point.
check and amend customer records.
Before ending the call with your customer, you will need to process the order on the database. You should:
1. enter any products being purchased
2. enter any services required
3. enter appointment details for any delivery, installation or on-site visits
4. verify all details with the customer and gain agreement
5. enter and verify payment details
6. submit these details to process the order.
The Accounts department automatically receives any information you have entered into the database. Accounts will then generate an invoice and forward this to the customer.
Once these steps have been carried out you should check that all other documentation related to the sale has been completed and finalised. Read the section on Complete sales documentation under Close sales in this manual.
Read the Database help in the Customer database section on the Intranet for more details on how to record sales.
The Customer Care section of the database is used for recording customer feedback, including full details of any complaints made.
Read the Database help in the Customer database section on the Intranet for more details on how to complete Customer Care records.
 ASM
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