Agent support manual
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Providing after sales support is a major part of Bushland Blooms commitment to its customers. Bushland Blooms believes that the sale does not end once the transaction has taken place. We try to reflect this in the way we treat our customers. Careful after sales support can result in return business, as it can help the customer to feel valued and important.
Bushland Blooms offers after sales support by: bullet point.
Following a successful sale with a follow-up call to check on customer satisfaction. , bullet point.
Responding to after sales enquiries.
A follow-up call must be made: bullet point.
approximately 2 - 3 days after the purchase , bullet point.
to customers who have purchased goods/services to the value of $1000 or more.
1. Find out if the customer is satisfied with their purchase. bullet point.
Agents should use appropriate questioning techniques and active listening skills to ensure that they question the customer carefully.
2. If you find that the customer has a problem, or is dissatisfied with their purchase, you should determine what action is needed to satisfy the customer's needs.
For example, you may need to: bullet point.
organise an onsite visit , bullet point.
make a service appointment , bullet point.
send out information to your customer , bullet point.
seek technical advice from a Bushland Blooms specialist.
Once you have identified what needs to take place, you should clearly explain to your customer what actions will be taken and when.
3. Record all information relating to the request/problem. That way, all departments will be able to find out the history and progress of the job.
This information should include the: bullet point.
customer's name , bullet point.
order number , bullet point.
summary of the problem or request.
Initiate any action quickly and efficiently. For example, if you tell the customer that they will receive a phone call, make sure you contact the necessary people and organise the call.
For more information on questioning techniques and active listening, you may like to refer to Questioning techniques and Active listening and empathy in this Agent support manual.
All after sales enquiries from the customer should be handled professionally by Bushland Blooms staff.
Agents must: bullet point.
establish the nature of the call (is the call a problem, or a request for more information/further sales?) , bullet point.
identify the action that should be taken to satisfy the customer's needs , bullet point.
record all relevant information , bullet point.
initiate the action quickly and efficiently.
 ASM
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