Agent support manual
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Here at Bushland Blooms we believe that supplying the requested product or service is not the end of the process. We want to make sure that our customers are happy with what we have supplied. If they are not, we want to know about it and have a chance to put things right.
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We seek feedback by: bullet point.
making follow-up calls to customers after the supply of products or services , bullet point.
conducting regular customer satisfaction surveys , bullet point.
encouraging our customers to call us.
We want to find out: bullet point.
how our customers think we are doing , bullet point.
what customers like about our service , bullet point.
what we could be doing better , bullet point.
whether they have any suggestions for improving the service provided.
We have found that a follow-up call increases the customer's confidence in our company, and makes them feel valued. They are also likely to return as regular customers to Bushland Blooms. You can read more about follow-up calls in After sales support in this Agent support manual.
Our regular customer satisfaction surveys are designed to investigate levels of customer satisfaction and whether we are meeting customer expectations. You can read general information about these surveys in Campaign briefs in this Agent support manual. You can look at an example of a campaign brief by going to the Customer satisfaction survey brief under Campaigns on the Intranet.
We encourage our customers to provide feedback about the services or products that they have purchased from us. This gives us a great opportunity to improve the quality of our products and services in the future. You should use appropriate questioning techniques, and active listening and empathy to help identify the issues that the customer is concerned about.
If a customer is dissatisfied, you should try to resolve the problem or complaint quickly to the customer's satisfaction. Tell the customer what action you are going to take, check that they are in agreement and, if appropriate, keep them informed of progress. Remember to escalate complaints that you cannot handle (for example, if they are about another member of staff or require a solution beyond your discretionary limit) to your supervisor.
You should always respond to a customer in a professional, friendly and efficient manner - whether they are calling us to pass on a compliment or make a complaint. We want our customers to feel comfortable calling us and to know that we value their opinions.
You would use the Data collection customer contact record for follow-up calls and the Customer satisfaction survey form and script for a survey. Print out copies of the appropriate form and fill them in by hand as you gather the feedback. Remember to keep all the completed forms together.
You will be allowed extra time (hourly, daily, or at the end of a campaign) to collate the results.
This involves: bullet point.
sorting the feedback documents into groups or piles of the same type - perhaps by campaign, product/service involved, date or customer , bullet point.
looking for any patterns in the feedback , bullet point.
writing a report to be passed to the appropriate person.
You would use the Customer Care form on the Customer database on the Intranet to record details of calls from customers, particularly if they are complaints.
The feedback will be collated electronically for you. The complaint can then be located as required for reporting purposes, such as by the customer name, date, or product involved.
Remember, you must respect and maintain the confidentiality of customers' details. It is your responsibility to keep all completed forms private until you hand the forms over to the appropriate person to be stored in a secure location. Do not allow anyone, even your colleagues, to read your customers' responses.
Having gathered the feedback, it is vital that you report it in the appropriate ways to the people who need to know.
If you have been making follow-up calls or taking part in a customer satisfaction survey, it is important to let your team leader know if there are any recurring problems with products, services or patterns to the feedback that you are getting. This way, we can identify the cause(s) and take action to fix them.
Your team leader or campaign manager may need to let team members know about what is happening, especially if procedures are being changed. This can be done using e-mails, notice boards or even training sessions.
Details of a complaint need to be recorded in the Customer Care section of the Customer database. This means that if the customer calls again and speaks to another agent, the new agent can see what has already happened. It also allows us to track if a particular customer makes regular complaints.
 ASM
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