Customer Service |
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| Policy | |
| Document #: CUST SVC-Policy-0009 | Version #: v5 |
| Document Owner: General Manager | Date of Last Update: 06/27/1999 |
| Written By: | Status: In Development |
General Description | ||
| Description: |
DEMO Corporation's competitive advantage is our exceptional customer service. This includes responsive and friendly service. Our goal is to provide friendly service and quick answers to questions or problems. All Customer Service Representatives are expected to provide timely, proactive follow up on all problems. "No news is good news" is not an acceptable attititude. | |
| Purpose: | Responsiveness "beyond the call of duty" increases the chance that our customers will remember they had a good experience in dealing with us. Prompt and friendly service also differentiates us from our competitors. | |
| Scope: | This applies to all calls handled whether they are from customers or our distributors. | |
| Responsibility: | All Departments | |
| Departments/Areas: | Customer Service | |
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Requirements | ||
| Relevant Knowledge: |
Seminar:"Delivering Superior Service"
All new employees must attend the seminar as part of their orientation training. | |
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Performance Evaluation | ||
| Desired Outcome: | When handling a problem with a customer's account or billing, keep accurate records and notes about all conversations you have with the customer. | |
| Consequences: | Performance Review Notice Write Up | |
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Records | ||
| Customer Service Log | ||
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Retention Period:2 Years
Responsible:Administration Notes:All online logs are kept for 2 years. Every month, all online logs are transported off-site. | ||
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Document Control | ||
Related Documents | ||
| The following is a list of other documents related to the current document.Changes you make to the current document may affect the documents listed. | ||
| Procedure | ||
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ACCT-SOP-0003
Collecting Accounts Receivable | ||
| Work Instruction | ||
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ACCT-WI-0002
How to Issue an Invoice | ||
|
ADMIN-WI-0001
How to Use the Phone System | ||
| Procedure | ||
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CUST SVC-453.v2
Tracing Lost Payments | ||
| Process | ||
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CUST SVC-Process-0000
Filling Customer Orders | ||
| Procedure | ||
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CUST SVC-SOP-0001
Taking Phone Orders | ||
| Work Instruction | ||
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CUST SVC-WI-0001
How to Check Current Pricing | ||
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CUST SVC-WI-0002
How to Complete and Submit Order Forms | ||
| Procedure | ||
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INV CTRL-SOP-0001
Assembling Orders from Inventory | ||
| Work Instruction | ||
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SHIPPING-WI-0001
How to Ship an Order | ||
Revision History | ||
| Ver. v5 |
06/27/1999 Added records section information | |
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Distribution / Routing List | ||
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All persons / areas listed below should receive a controlled copy of this document once it is approved. | ||
 | All Departments | |
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