Will the Guidelines help your business?

You can quickly check how your business stacks up by asking yourself 10 simple questions. If the answer is yes, then the Customer Service Guidelines will help you!

For Each Service Activity Ask yourself

1 Products & Services Information
Clearly explaining what you offer

Have you ever had a misunderstanding with a customer because of some information you gave them?

2 Counter & Face-to-Face Service
Helping customers meet their needs

Does your business ever have inexperienced staff dealing with customers?

3 Telephone Service
Quick, accurate service

Has any customer ever said they have trouble contacting you?

4 Taking Customers' Orders
Making it easy to buy

Are any customers filling out your order forms incorrectly, or asking when the order will be ready?

5 Follow-Up Documentation
Relevant and timely follow up

Have you ever had a customer call back to ask you where is the follow-up you promised?

6 Billing and Managing Payments
Making it clear and easy to pay

Have you ever had a customer query your bill?

7 Visiting the Customer
Arriving on time

Have you ever been late when visiting a customer, and not called to let them know?

8 Making Repairs
Fixed first time, on time

Have you ever had to take things back to be repaired properly?

9 Handling Complaints
Turning complaints to compliments

Are any of your customers frustrated after complaining than more before?

10 Managing the Service Culture
A customer-focused business

Has anyone in your business said "I don't know what the customer wants"?