Customer service plan sample by viven

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									CUSTOMER SERVICE PLAN Service business – Legal consulting & Business brokering
INTRODUCTION We acknowledge the indisputable fact that customers perceive service in their own unique, idiosyncratic, emotional, irrational and on totally human terms. Perception is all there is! We therefore commit ourselves to the provision of exceptional customer service founded on excellence and responsiveness to the needs, wants and desires of our customers. It is our intended goal to get to know each of our customers well and to build lasting relationships with them. OUR CUSTOMERS Our target market or customer base comprises of actual and potential sellers and buyers of businesses. Even relationships with unsuccessful qualified buyers will be retained in order to find a suitable business that matches their particular profile. Other customers are existing business people and/or corporations that utilize our legal support and business development services – they will also serve as a base for future business brokerage referrals. OUR CUSTOMERS NEEDS We understand that our customers want professional, experienced and quality service. They expect us to guide them in their decision-making and to assist them to act in their own best interests. They expect us to provide the skills they lack in the business brokerage process to achieve their decided goal (arrived at through our assistance) in a user-friendly manner. Sellers want the highest reasonable price for their businesses whilst buyers want affordable businesses that suit their skills, attributes, experience etc. OUR COMPETITIVE ADVANTAGE We have highly qualified and experienced personnel – they are notable achievers. Proof of qualifications, achievements, commendations and accolades are openly visible in our office – this passive method will automatically inspire confidence in customers. Ongoing/future support services are available to our customers for corporate/commercial legal and business development issues – customers will be invited to use /retain these related services at a discount. A continuing relationship will be established, maintained and managed. Access to other specialist consultants (health and safety, quality, insurance etc.) will be facilitated through us via our network with strategic partners and associates if such services are required by our customers. The above is a reflection of OUR VISION to create a “one stop shop” for business brokering and related support services which will cause retention of existing customers whom in turn will form the base for future brokering referrals. The network for future business will be built, maintained and managed strategically.

OUR PLAN (to meet (exceed) customer expectations/ service delivery) 1. Appointments will be kept promptly and punctually. Customer waiting time must be minimised, if impractical to eradicate completely. Our target is that no customer will wait for more than 3 minutes after arrival at our office. A contingency procedure for unexpected problems arising and the consequent inability to meet appointments is to inform the customer thereof at the earliest possible time and make alternative arrangements. It is noted here that a “promise” has been made to the customer and professionalism demands timeous notification – this will show that we value the customer! 2. Telephones will be answered as soon as the third ring. Telephone manners is a must to make customers feel welcome and desirous of our services. 3. We will attempt to do a little extra each time (unsolicited extra) eg. Provide appealing hardcopy proposal presentations for qualified buyers to peruse at leisure (of course, after receiving an oral presentation and signing the confidentiality agreement); binding documents; glossy covers etc. Also provide a non-brokering service free of charge or at a discount for each new customer eg. A contract, marketing plan etc. 4. Monitor things that often do not get noticed – dress code, general appearance of staff, office, access route and attitude. These basic outward signs are vital to securing customers' confidence that the service is reliable, courteous and of high quality. 5. Keep promises made about quality, responsiveness, reliabilty etc. 6. Attend to detail about subject matter/task/activity – this shows genuine concern for the customer's interest. 7. Be responsive to customers’ wants (and not what suits us). Provide regular progress reports (verbal via telephone; written via email/letter) because time lags/delays are inherent in some of the tasks in the business brokerage process. This responsible/accountable act must be proactive and not reactive ie. It should ideally not be initiated by the customer. The customer would be eager to know of developments affecting his/her interests. The transaction involved is likely to play a major part in the customers life and might indeed have far reaching consequences to his/her future hence the pressing desire to be well informed about progress. 8. Honesty and openness – it is a foundation for strong relationships. Truthfulness and integrity are essential qualities for exceptional customer service. There is also no room for variations of the truth, half-truths, white lies and distortions. 9. Provide customer service training to staff particularly on dealing with difficult customers, effective listening, problem-solving, courtesy etc. Also engage staff on improving customer service themselves and create feedback sessions to assess effectiveness of improvements. 10. Be accessible – it is invaluable to be informed about all aspects of the relationship with customers. Customers must know that their feedback is valued. They must be encouraged to communicate freely. 11. Schedule regular discussions with staff on service issues. Make “the customer” an agenda item. 12. Regularly conduct customer service surveys with customers and use the information gained to create and implement corrective responses for deficiencies. A standardised survey form and corrective action or response form should be created and utilized from time to time to improve customer service.

HANDLING DIFFICULT CUSTOMERS The ideal is to redress a customer's concern immediately. Never go on the defensive – accept criticism and treat it as information needed to further improve the service. Action should be taken, without hesitation, to redress any shortfall in service. Any delay in meeting dissatisfied customers' needs could result in alienation and loss of business whilst prompt action will create a perception of a high standard of company performance. Tender apologies where appropriate, be polite and courteous, fix the problem and ensure that the customer is reassured of quality service.

ASSIGNMENT 2 a. Worst Service Received: words: “I can't serve you. Go and get change. Where do you expect me to get change from?” actions/behaviour: abrupt, arrogant and indifferent to the fact that I was supporting that business. feelings/thoughts evoked: The owner/employee recklessly disregarded the value of the customer particularly because a competitor was only a few metres away. Even more disturbing was the fact that it was Saturday morning (peak trading time) and they ought to have anticipated the need to keep change. After strongly voicing my opinion about the discourteous behaviour I left permanently to receive far better service from the nearby competitor. b. Most Delightful Service: words: “Thank you for your business, sir. We look forward to seeing you again. We are open to suggestions to improve our service. We promise better service in the future.” actions/behaviour: It had been usual to provide a detailed receipt but on this occasion it was not provided. I did not feel the need to ask for it specifically but the employee assumed that it was not required. After explaining my concern to the employee she apologized without making excuses, corrected the situation immediately and gave the above response. feelings/thoughts evoked: Impressed with the professionalism and the value placed on my use of their service. Special Customer Service connection: Status as customer being valued, treated with courtesy and immediate resolution of problems. Behaviour showing sincerity and caring: Attentiveness, being addressed with respect, taking effective steps to cure mishaps and ensuring that the customer is satisfied. After a negative encounter: Perhaps it was a once-off occurrence and might not happen again. However, if it does then I will pursue the matter until I get satisfaction. Best methods for keeping cheerful: Being hopeful (ie. Having a positive attitude), accepting disappointments as an experience and an unshakeable belief that what satisfies me is available somewhere – all I have to do is to find it or create it.

VIVEN RAJOO 22/06/2009

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