PROFD17 - Provide an effective after-sales service
Overview
This standard covers the skills and knowledge required to providing an effective after-sales service to your organisation's customers. As well as ensuring that customer after-sales management programmes fulfil requirements, it includes ensuring that products/services are delivered as agreed, and addressing any after- sales queries and problems effectively.
Outcomes
Performance Criteria
You must be able to:
1. develop customer care programmes, identifying your organisation's service provision, standards and nominated points of contact
2. establish and maintain communications with relevant customers regarding the ongoing customer service and care provided by your organisation
3. develop processes to monitor and evaluate customer and sales support which involves customers, enabling the joint monitoring of your organisation's customer relationships
4. ensure that products/services are prepared, delivered and installed to customers in accordance with agreed terms and conditions
5. check customer satisfaction with products/services delivered
6. address all customer queries and problems promptly, investigating and establishing the circumstances of such queries and problems, using your findings to inform measures designed to reduce the probability of any recurrence
7. address customer queries and problems to the satisfaction of all relevant parties wherever possible, balancing customer needs with those of your organisation
8. maintain accurate and complete records of products/services delivered, and of any queries or complaints and the actions taken
Knowledge & Understanding
You need to know and understand:
1. the importance of effective after-sales support programmes and how to establish these
2. how sales support, and customer care and service, can add value to customer relationships
3. internal and external pressures upon customer-buyer relationships, and their impact upon sales support and customer service
4. techniques for addressing customer queries and problems, including how to manage difficult individuals
5. how to obtain and analyse data from customers relevant to managing effective customer care
6. how to address customer problems sensitively and constructively
7. legal, regulatory and ethical requirements relating to the provision of after-sales service within the fitted furniture industry
8. your organisation's terms and conditions of sale including contractual arrangements with key customers
9. your organisation's customer service procedures, including those for addressing customer queries and complaints
10. after-sales services provided by key competitors
11. typical queries and problems that might be raised regarding fitted furniture installation
12. options and solutions available to resolve typical queries and problems
13. service level agreements, and how these are monitored and evaluated
14. limits of your own authority when dealing with after-sales queries and problems, and to whom to refer should these be exceeded
PROFD17 - Provide an effective after-sales service
Overview
This standard covers the skills and knowledge required to providing an effective after-sales service to your organisation's customers. As well as ensuring that customer after-sales management programmes fulfil requirements, it includes ensuring that products/services are delivered as agreed, and addressing any after- sales queries and problems effectively.
Outcomes
Performance Criteria
You must be able to:
1. develop customer care programmes, identifying your organisation's service provision, standards and nominated points of contact
2. establish and maintain communications with relevant customers regarding the ongoing customer service and care provided by your organisation
3. develop processes to monitor and evaluate customer and sales support which involves customers, enabling the joint monitoring of your organisation's customer relationships
4. ensure that products/services are prepared, delivered and installed to customers in accordance with agreed terms and conditions
5. check customer satisfaction with products/services delivered
6. address all customer queries and problems promptly, investigating and establishing the circumstances of such queries and problems, using your findings to inform measures designed to reduce the probability of any recurrence
7. address customer queries and problems to the satisfaction of all relevant parties wherever possible, balancing customer needs with those of your organisation
8. maintain accurate and complete records of products/services delivered, and of any queries or complaints and the actions taken
Knowledge & Understanding
You need to know and understand:
1. the importance of effective after-sales support programmes and how to establish these
2. how sales support, and customer care and service, can add value to customer relationships
3. internal and external pressures upon customer-buyer relationships, and their impact upon sales support and customer service
4. techniques for addressing customer queries and problems, including how to manage difficult individuals
5. how to obtain and analyse data from customers relevant to managing effective customer care
6. how to address customer problems sensitively and constructively
7. legal, regulatory and ethical requirements relating to the provision of after-sales service within the fitted furniture industry
8. your organisation's terms and conditions of sale including contractual arrangements with key customers
9. your organisation's customer service procedures, including those for addressing customer queries and complaints
10. after-sales services provided by key competitors
11. typical queries and problems that might be raised regarding fitted furniture installation
12. options and solutions available to resolve typical queries and problems
13. service level agreements, and how these are monitored and evaluated
14. limits of your own authority when dealing with after-sales queries and problems, and to whom to refer should these be exceeded