Supporting customer service policy and procedure
1. Purpose
1.1 To develop strategies to improve the way we provide customer service and identify and meet our customer’s needs. Ensure that the management of customer contact is carried out consistently fairly and transparently in accordance with Australian Hardware.
2. Background
2.1Australian Hardware is headquartering in Sydney, NSW. The business owns and operates 138 stores throughout Australia. Australian Hardware supplies hardware and home improvement products and provide expert advice and service.
3. Responsibility
3.1 Responsibility for the implementation of this policy rests with employees and management of Australian Hardware with responsibility for managing customer contact.
4. …show more content…
If you need to transfer it, it is necessary to iv. Inform the person on the line you will transfer them
v. Press the extension you are transferring to. vi. Wait for the other person to answer their extension. vii. Inform them of the person on hold and any information about them you have why, what, where. viii. Hang up your line so the call will be connected.
4.4 Ask customer to participate in online customer service feedbacks questionnaire to receive 10% discount on next purchase. Asist customer to complete if required.
5. Customer Complaint about service
5.1 Greet the customer courteously and give them your name.
5.2 Never argue with customer
5.3 Apologise if any product fault or poor service and thank the customer for bringing the complaint to your attention.
5.4 When we have all the details about the complaint ask customer how they would like to resolve. Always suggest replacement and discuss product option as suit customer needs.
5.5 Refunds and discounts must be within your authority to offer. Request authorisation from your manager for amounts above your delegated authority.
6. Review
6.1 This policy will be reviewed every 3 years and the review will include Management, Employees and
1. Purpose
1.1 To develop strategies to improve the way we provide customer service and identify and meet our customer’s needs. Ensure that the management of customer contact is carried out consistently fairly and transparently in accordance with Australian Hardware.
2. Background
2.1Australian Hardware is headquartering in Sydney, NSW. The business owns and operates 138 stores throughout Australia. Australian Hardware supplies hardware and home improvement products and provide expert advice and service.
3. Responsibility
3.1 Responsibility for the implementation of this policy rests with employees and management of Australian Hardware with responsibility for managing customer contact.
4. …show more content…
If you need to transfer it, it is necessary to iv. Inform the person on the line you will transfer them
v. Press the extension you are transferring to. vi. Wait for the other person to answer their extension. vii. Inform them of the person on hold and any information about them you have why, what, where. viii. Hang up your line so the call will be connected.
4.4 Ask customer to participate in online customer service feedbacks questionnaire to receive 10% discount on next purchase. Asist customer to complete if required.
5. Customer Complaint about service
5.1 Greet the customer courteously and give them your name.
5.2 Never argue with customer
5.3 Apologise if any product fault or poor service and thank the customer for bringing the complaint to your attention.
5.4 When we have all the details about the complaint ask customer how they would like to resolve. Always suggest replacement and discuss product option as suit customer needs.
5.5 Refunds and discounts must be within your authority to offer. Request authorisation from your manager for amounts above your delegated authority.
6. Review
6.1 This policy will be reviewed every 3 years and the review will include Management, Employees and