Policy Title: Customer Service Policy

POLICY TITLE: CUSTOMER SERVICE POLICY

ADMINISTERED BY: GENERAL MANAGER, SALES AND RETAIL

GENERAL MANAGER, HUMAN RESOURCES

APPLICABILITY: ALL GSE STAFF AND MANAGEMENT

1.  Policy

1.1.  Global Star Enterprises (GSE) is committed to providing the highest level of customer service that is designed to both meet and exceed customers’ expectations.

1.2.  A happy and satisfied customer creates a high probability of repeat business and becomes the best form of advertising for GSE, by passing on positive feedback to others. The basis for excellent customer service is the development of lasting relationships with customers.

1.3.  All GSE staff are expected to apply the highest possible standards of customer service at all times and embrace a culture of continuous improvement when dealing with customers and others who interact with GSE.

2.  Purpose

2.1.  Global Star Enterprises (GSE) is dedicated to providing the best possible customer services at each level of its operations. The following policies and procedures have been created to ensure a minimum standard is adhered to at all times, when dealing with customer sales and enquiries. This policy should be read in conjunction with the GSE Customer Service Charter.

3.  Our Customer Service Philosophy

3.1.  Our organisation’s philosophy is to continue to be recognized nationally as a progressive and customer-focused market leader in commercial and residential doors, windows and shower screens. We strive to make our customers’ buying experiences easy and economical by supplying expert advice, workable solutions and a large range of made to order quality products, combined with speedy delivery and support mechanisms, on which all customers can consistently rely.

4.  Our Customer Service Standards

4.1.  The standards of customer service expected of all GSE staff and management include, but are not limited to:

·  honesty, respect, fairness and a courteous manner in all dealings with customers, clients, co-workers, suppliers, management and the general public;

·  ensuring the privacy and protection of a customer’s personal information, the accuracy of that information and the timely correction of that information where required;

·  a high standard of after sales service; and

·  a commitment to the process of continuous improvement.

5.  Standard Customer Service Procedure

5.1.1.  Show room enquiries and sales – It is the policy of GSE to provide a work environment that protects the safety and health of our employees, clients and visitors. At all times you must ensure that the presentation of the show room meets the policies and procedures set out in our company guidelines

5.1.2.  Personal Presentation – All frontline staff must adhere to the guidelines set out in the Dress Code and Office Presentation Policy

5.1.3.  Acknowledging the customer –

·  You must acknowledge the customer within one (1) minute of them entering the show room

·  Stop what you are doing

·  Smile

·  Look the customer in the eye

·  Say “good morning/afternoon”

5.1.4.  Offering assistance – You must use the following skills when interacting with all GSE customers:

·  Listen carefully

·  Ask open questions

·  Answer their queries

5.1.5.  Making a good impression – You demonstrate a warm and friendly attitude by following these techniques:

·  Be sincere and courteous

·  Give each customer your full attention

·  Use their name where possible

·  Acknowledge customers waiting

·  Thank the customer and invite them to return

5.1.6.  Anticipating needs – You must focus on customer’s needs by completing the following:

·  Keep waiting times for customers as short as possible

·  Meet the customer’s needs, listen to any requests from the customer

·  Be aware of any special requirements the customer may have and handle each to the best of your ability to ensure customer satisfaction, and to comply with store policy

5.1.7.  Determining needs – You are required to determine a customer’s needs by asking a series of open-ended probing questions. These can include, but are not limited to:

·  What architectural style does the building represent?

·  Do you have a budget in mind?

·  Have you visited our online show room and seen a product you like?

·  What is the most important feature of the product you are after?

5.1.8.  Building rapport – To establish a relationship with your customer, you are required to express a genuine interest in your customer’s needs and requirements. This is done by asking probing questions, drawing on your knowledge of the building industry to discuss experiences you or other clients have had. You must use appropriate active listening skills such as ‘ah-ha’, ‘mmm’ or ‘I see’.

5.1.9.  Recommending products and services – All product and service recommendations made to our customers must be based on the principles:

·  Sales and service staff must act with honesty and integrity at all times by providing accurate, current and clear information. Providing false, misleading information or leaving out vital information is strictly prohibited and will result in customer dissatisfaction and disciplinary action.

·  Information must be communicated in a way that the customer understands and is able to relate to, based on their emotional and rationale needs and wants.

·  A product and service recommendation must be based on establishing a match between the customer’s needs and wants and an appropriate tailored solution that addresses their individual issues.

·  Information provided to customers must include an outline of the features of each product offered, with a focus on the strengths and benefits of the solution.

5.1.10.  Processing the sale –

·  Ask if they wish to pay by cash/credit card or EFTPOS

·  Scan the item or key in prices

·  Be accurate and honest with all transactions

·  Total the sale and tell the customer the amount

5.1.11.  Following the correct security procedures –

·  Call the amount tendered by the customer

·  Place the cash amount on the register – notes into clip, coins on slab

·  Make up the change

·  Count the change back to the customer

·  Place the amount tendered into the cash drawer

·  Close the cash drawer

5.1.12.  Outstanding queries – At times a customer will ask you a question which cannot be answered directly. It is the policy of GSE to get back to the customer within 24 hours of the initial enquiry, this includes frontline customers. If for any reason there will be a longer delay than this in resolving a customer’s enquiry, you are required to advise the customer as soon as possible and advise a rough time-frame as to when a response will be forthcoming. It is the responsibility of the individual consultant to resolve all outstanding customer queries.

5.1.13.  Thanking the customer –

·  Confirm the order

·  Confirm their contact details

·  Advise an estimated time for delivery

·  Thank the customer using their name prior to them existing in the show room

·  Remember to smile and offer future business.

·  ALWAYS try to obtain their email details for our database to send regular product updates

6.  Telephone enquiries and sales procedure

6.1.  As an employee of GSE, you may be the first point of contact for our customers. When you greet customers over the telephone, it is important that you create a positive first impression. Your greeting should be warm and friendly and should be the first step towards building rapport.

6.2.  Telephone Greeting Policy –

·  Answer all incoming calls within five rings.

·  Answer the call by saying, 'good morning/afternoon, welcome to Global Star Enterprises, my name is xxx, how may I help you?

·  Smile while you are speaking.

·  Speak clearly and enthusiastically.

·  Do not speak too quickly.

·  Listen to your customer's request.

·  Do not interrupt your customer.

6.3.  Telephone Messages –

6.3.1.  If a telephone message is required to be taken you should:

·  write the message on the GSE standard telephone message slip and place it on the receiving person’s desk, on their message spike, or

·  send the receiving person an email

7.  Email enquiries and sales procedure

7.1.  All email enquiries must be responded to within 24 hours of the initial enquiry; this is done via an automated response issued electronically. At the next business day, all email enquiries must be responded to in the contact method requested by the customer. Follow up phone calls must be completed within 48 hours and total customer enquiry and sale must be finalised within a 72 hour time frame.

8.  Home delivery procedure

8.1.  GSE offers a delivery service locally and interstate. This service is to be offered to customers where the goods are too heavy to carry, the goods are to go interstate or at the customer’s request.

8.2.  Local delivery has a flat service charge of $20.00.

8.3.  Interstate delivery incurs a freight charge.

8.4.  Complete a customer delivery form

8.5.  Attach the top section to the parcel, give the bottom section to the customer

8.6.  Advise the warehouse that there is a parcel for home deliver – this is to be done when you have finished serving the customer.

9.  Trailer hire procedure

9.1.  GSE offers a courtesy trailer hire service to our local customers. This service is to be offered to customers where the goods are large or at the customer’s request.

9.2.  Trailer hire is free for two (2) hours

9.3.  Customers are required to leave their driver’s license as security

9.4.  A trailer hire form must be completed

10.  Parcel pick up procedure

10.1.  GSE offers a parcel pick up point near the receiving bay where customers can drive their cars to pick up their purchases. This service should be offered to customers where the goods are large, those who are carrying a lot of parcels, or at the customer’s request.

10.2.  This service is free

10.3.  Advise the customer that they will have to produce their receipt to collect the goods

10.4.  Direct the customer to the receiving bay

10.5.  Advise the staff member in the parcel pick up area immediately that there are goods to be taken to the parcel pick up area

Global Star Enterprises is a fictional company created for educational and training purposes only. This document may not be reproduced or distributed, without the prior written permission of the copyright holder. Copyright © Raw Pixel 2017
Customer Service Policy V:3.1 May 2017 Page 5 of 5