Understand the benefits to an organization of

having a good reputation

 Objectives
• 2.1 Describe the benefits to an organization of having a
customer service policy.
• 2.2 Explain how an organization's customer service
policy contributes to good customer service.
• 2.3 State the types of information and records an
organization keeps about its customers.
• 2.4 Describe the purpose of different organizational
customer service policies and procedures.
 Objective

2.1 Describe the benefits to an organization

of having a customer service policy.
 Customer Service Policy
The customer service policy sets the basis on
which the organization will provide a service
to its customers. The customer will know this
is what they can expect while the
organization will know what to deliver.
 Customer Service Policy
A customer service policy is a document that outlines a set
of procedures that guide the overall customer service
approach and attitude. It is created for the customer service
team to be on the same page. It provides guidance, advice,
and examples of how to ensure customer success.
An example of a customer service policy would be how
refunds are handled in the organization and what are the
criteria for offering refunds.
 Customer Service Policy
A customer service policy acts as a reference
point for all customer service executives and
allows them to handle situations in a similar
fashion. By keeping this consistency, a company
ensures that every customer interaction is a
success and every customer’s needs are fulfilled
without any bias.
 Customer Service Policy
Why Customer Service Policies are Important?
• Helps ensure consistent customer service
• Guides and helps customer service representatives
maintain quality service and ensures customer
happiness and success.
• Gives a stable competitor advantage..
 Customer Service Policy
Why Customer Service Policies are Important?
• Promotes a good working environment.
• Increase productivity and efficiency.
• Make or break a reputation.
• Customer service has a big impact on customers and
increases customer satisfaction.
• Increases success of business
 Customer Service Policy
Customer service policies normally include
• Guidance to customers on e.g. how to make a
complaint/follow grievance procedures,
• The refund policy to be applied and timescales to be
followed.
• It also dictates to the customer service representative how the
customer should be dealt with and the level of customer
service to be given.
 Customer Service Policy
A typical Customer Service Policy document should involve the following
details:
• Title: Add the title of the document
• Product / Service Overview: Provide an overview of the
product(s)/service(s) your company offers. You can also add links to other
documents, demo videos, and brochures that can be reviewed by customer
service employees.
• Standards of Customer Service: Take time to define what your company’s
standards of customer service are. Add values and traits that are important
to your organization. Sharing company values is an integral part of helping
customer service representatives understand what’s an important part of
their delivery and response to customer queries.
 Customer Service Policy
A typical Customer Service Policy document should involve the
following details:
Customer Service Training
• Communication: Cover how to understand the problem, identify the
cause, propose a solution and solve the problem.
• Follow Up: Explain the follow-up process and how to ensure customer
success and happiness.
• Complaints: Provide examples of how to deal with complaints.
Provide advice on how to deal with different customer temperaments
and tips on how to maintain professionalism at all times.
 Customer Service Policy
A typical Customer Service Policy document should involve the
following details:
• Retention: It is anywhere from 5 to 25 times more expensive to
acquire a new customer than it is to keep a current one. It’s
important that you walk your team through the importance of
retention and provide guidance and examples of how to ensure you
retain customers and make them happy.
• Gathering Feedback & Suggestions: Explain the importance of
gathering feedback and suggestions. Have your employees share
customer feedback with the team. Provide Google Forms etc., and
have employees submit customer suggestions via the form.
 Customer Service Policy
A typical Customer Service Policy document should involve
the following details:
• Monitoring Performance: Let employees know how their
performance will be monitored and what types of
expectations you have in place for employees to achieve.
Every company has its own metrics they use to evaluate
customer service representatives.
 Activity
Take 15 minutes to
Write a short summary explaining
1. how the customer service policy ensures there is a consistent delivery
of customer service
2. How it indicates to the customer what they can expect and how to
complain if they do not get it.
 Objective

2.2 Explain how an organization's customer

service policy contributes to good customer
service.
 Customer Service Policy & Customer Service
A customer service policy may also indicate to the customer the organization's
ethical standards. Ethical standards influence how decisions are made when
resolving customer problems and the behavior of employees towards customers.
Organizational ethics include personal qualities such as responsibility, integrity,
and honesty, but also:
• openness
• ethical leadership
• pride in reputation
• social awareness.
 Objective

2.3 State the types of information and records an

organization keeps about its customers.
 Customer Records and Information
Businesses can record and store information about their
customers through Records Management (RM). This
involves the creation, maintenance, use, and disposal of
valuable information required for running operations
within the business. It helps to organize and access
various paper and digital documents. Not only is it
important to promote the general efficiency of the
company, but also to protect and store data appropriately,
making sure that nothing is lost or overlooked.
 Customer Records and Information
A customer record holds critical data about a customer
such as
• Customer’s name,
• order data,
• billing information,
• interaction information,
• credit information.
 Customer Records and Information
Collecting and storing information about customers is
essential to tailoring your customer service program and
growing your business. However, there are legal
requirements regarding what you can do with the
information you have collected.
 Customer Records and Information
Privacy
Any customer information that you collect must comply
with privacy laws, whether you use this information or
not. The laws also cover how you can store and use the
information.
 Customer Records and Information
Collecting information
When collecting information about customers, try to find
out what your customers are buying, why they are buying,
and how often they are buying. Include any potential
customers who have made enquiries about your goods or
services.
 Customer Records and Information

There are many ways to collect • customer rewards programs

information on your customers, • customer satisfaction surveys
including: • feedback cards
• order forms • customer competitions
• enquiries • your website.
• complaints
• warranty cards
 Customer Records and Information
Order forms
Order forms let customers order a specific product or service that
your business is unable to supply immediately, and are a good
way to collect customer information.
If your business stocks products with specific 'release dates',
consider using pre-order forms to collect customer information.
By filling out a pre-order form, a customer makes a commitment
to buy a product and will often pre-pay for it.
 Customer Records and Information
Enquiries
It's good business practice to record the details of any
customer enquiries so you can follow them up. Enquiries
also give you an opportunity to collect customer
information and mention your website, mailing list or social
media pages.
 Customer Records and Information
Recording complaints
Use customer complaints as a way to collect customer
information. Not only can you record the complaint, but
also who made it, why, which staff member heard the
complaint and what was done to resolve the problem.
 Customer Records and Information
Warranty cards
If your business has products or services that come with a
warranty, you can use warranty cards to collect and store your
customers' information.
Customer rewards program
You can collect customer information by implementing a
customer rewards program. For example, a customer VIP club
could require customers to give you their details — they then
receive 10% off purchases over $100.
 Customer Records and Information
Feedback
Feedback cards can also be used to collect information. You can ask
for feedback on specific aspects of your business or leave it open-
ended, like a suggestion box. Again, the back of the card can request
personal details. Share any positive or negative feedback you receive
with staff.
Customer competitions
Customer competitions are an easy way to collect personal
information. For example, have customers place their business cards
in a box to go into a monthly draw to win a $20 voucher.
 Customer Records and Information
Your website
You can use a business website to collect customer
information through a 'contact us' form for general
enquiries, or by allowing customers to sign up to a mailing
list (if you have regular news or updates).
 Customer Records and Information
Storing information
You must store information carefully and in accordance with
privacy laws. Customer information is confidential and must be
stored securely. A simple way to store customer information is to
use an electronic spreadsheet. If you have more detailed
information, a customer relationship manager (CRM) database
might be more suitable. A CRM can help you analyze customer
information to find purchasing trends and identify your best
customers.
 Customer Records and Information
Maintaining customer information
Customer information is only useful if it's up to date. It's
important to regularly check the accuracy of your customers'
information, and update it where necessary.
Using stored customer information
Make sure you ask your customers if they would like to receive
information or updates from you, and give them the option to opt-
out. If you spam customers without their consent they may react
negatively to your business.
 Customer Records and Information
Maintaining customer information
Customer information is only useful if it's up to date. It's
important to regularly check the accuracy of your customers'
information, and update it where necessary.
Using stored customer information
Make sure you ask your customers if they would like to receive
information or updates from you, and give them the option to opt-
out. If you spam customers without their consent they may react
negatively to your business.
 Objective

2.4 Describe the purpose of different

organizational customer service policies and
procedures.
 Purpose of Customer Service Policies & Procedures
Organizations will have customer service policies and procedures which
will dictate how customers should be dealt with and the level of service
to be offered. They may have policies
and procedures relating to:
• Service standards
• Feedback systems
• Complaints procedures
• Emergency procedures
 Purpose of Customer Service Policies & Procedures

Organizations write procedures for staff to follow to ensure that a

specific job or task is completed in a set way to achieve the same
outcome and level of service. A procedure may also be in place to ensure
that legislative requirements are met.
 Assignment
1. Using Microsoft word Design a
• feedback form
• Order form
• Warranty Card
Clearly state how each form can be used to
collect information from customers and
how the business can use that information
to enhance customer relations.
 Assignment
2. Define Customer Relationship
Management system. State the role it plays
in managing customer information and
how it can be used to enhance customer
service.
3. Explain how records management
enhance customer service
 Assignment
4. Describe the purpose of following
organizational customer service policies
and procedures:
• Service standards
• Feedback systems
• Complaints procedures
• Emergency procedures
 References
• https://blog.bit.ai/how-to-create-customer-service-
policy/#:~:text=%E2%80%8DA%20customer%20service%20policy%20is,cus
tomer%20service%20approach%20and%20attitude.