Annual leave should be planned so as not to coincide with peak periods of the month/ year. Peak periods include may include but not limited to; school fees days, end of month and Christmas seasons. Customer Service Supervisors should monitor the queues by identifying customers who can be served at different service points. E.g. Cheque deposits can be received at another location, those queuing in the wrong places can be directed etc. If there is a need to keep the customer waiting, the customer should be informed as to why they are waiting and for how long they will have to wait. A customer should never be left to wait in suspense. 4.17 Customer Involvement As much as possible customers should be allowed to take part in decision-making. This will strengthen our relationship with customers and increase customer loyalty The Customer should always be given 100% attention when being spoken to Ask questions to cross-check your understanding Customers should be educated by giving them as much information as possible and that which is relevant to their situation Realistic expectations should be set by explaining to the customer what can and cannot be done. Agree the appropriate action to be taken and explain any limitations to the customer’s request. The expected date for results should be communicated to the customer. Confirm customer satisfaction and conclude by thanking her/him, extend an invitation to call again and wish her/him a nice day. Note: Ensure to follow up on any agreed action and call the customer to give him feedback without waiting for him/her to call you first. If with genuine reason results are not received within the specified time, call the customer, explain why it was not possible to deliver as expected and apologize for the delay. This courtesy and personalized service will go a long way in achieving customer trust and loyalty.
Annual leave should be planned so as not to coincide with peak periods of the month/ year. Peak periods include may include but not limited to; school fees days, end of month and Christmas seasons. Customer Service Supervisors should monitor the queues by identifying customers who can be served at different service points. E.g. Cheque deposits can be received at another location, those queuing in the wrong places can be directed etc. If there is a need to keep the customer waiting, the customer should be informed as to why they are waiting and for how long they will have to wait. A customer should never be left to wait in suspense. 4.17 Customer Involvement As much as possible customers should be allowed to take part in decision-making. This will strengthen our relationship with customers and increase customer loyalty The Customer should always be given 100% attention when being spoken to Ask questions to cross-check your understanding Customers should be educated by giving them as much information as possible and that which is relevant to their situation Realistic expectations should be set by explaining to the customer what can and cannot be done. Agree the appropriate action to be taken and explain any limitations to the customer’s request. The expected date for results should be communicated to the customer. Confirm customer satisfaction and conclude by thanking her/him, extend an invitation to call again and wish her/him a nice day. Note: Ensure to follow up on any agreed action and call the customer to give him feedback without waiting for him/her to call you first. If with genuine reason results are not received within the specified time, call the customer, explain why it was not possible to deliver as expected and apologize for the delay. This courtesy and personalized service will go a long way in achieving customer trust and loyalty.
opportunity_customer_service_policy.docx