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Customer Care Checklist


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Customer Care  Checklist

Customer care is a combination of services and methods to maximize satisfaction of customers and keep a business competitive. If you are a business owner or manager, you are interested in using effective techniques that can help your organization to satisfy its customers and treat them with the best care. The given below customer care checklist includes solutions that will help your business increase sales and profitability.

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  1. Understanding your customers.
    • Accumulate information about your customers. Use the following sources of customer information:
      • History of orders
      • Records of customer contacts (phone calls, email addresses, etc.)
      • Direct feedback from your customers
      • Feedback from your customers about your existing product range
      • Feedback from your customers about goods and services that your competitors sell to your customers
      • Feedback and referrals from non-competitive suppliers
    • Manage information about your customers. The following worksheets will be helpful:
      • Create and follow professional plan to collect and use customer information.
      • Set policy and assign manager who will control implementation of the policy.
      • Use customer management software to create a centralized database in which you will store customer records. Such software is useful to design and apply metrics .
      • Employees of your department will have access to the database to review customer information and get new tasks and assignments.
  2. Managing your customer care.
    • Measure the level of your customer service considering the following tips :
      • Use customer management software to assess performance of your employees. Employee performance significantly affects your customers' satisfaction levels, so you can use key performance indicators (KPIs) to see how well your employees carry out their duties and meet your customers' expectations.
      • Track the following metrics :
        • sales renewal rates
        • the number of customer complaints
        • average time of order fulfillment
        • the number of contacts with a customer
        • the time taken from order to delivery
        • the volume of marketing material sent out and responses received by each employee
    • Consider the influence of the following factors to improve effectiveness :
      • A telephone talk manner that your employees use to communicate with customers
      • A behavior of salesmen (when a salesman personally talks to a customer)
      • Existing dress code in your company
      • How your employees use marketing material and symbols of your company to promote products
      • Availability of the full product range in sales outlets
      • How well your employees carry out their duties and whether all their tasks are completed according to week schedules.
  3. Retaining your customers.
    • Strengthen existing and new relationships with customers considering the following means and loyalty schemes:
      • fixed or percentage discounts
      • special offers and volume discounts
      • extra goods
      • prizes
    • Decide on providing your customers with rewards on the basis of:
      • repeat purchase
      • cumulative spending
      • high-value orders, or large-quantity orders
      • immediate payment
      • long-term relationship
    • Use customer feedback to conduct customer surveys to uncover the following important information:
      • Which your products or/and services are in great demand, and which are not
      • Whether existing level of customer care is sufficient and satisfactory
      • Whether existing loyalty schemes and means are sufficient and satisfactory.
    • Use customer surveys to earn the following advantages:
      • Direct feedback (voice objections, written suggestions) from your customers
      • Contact information about your...
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