CreatingaCultureofCustomerCare3.ppt

Creating a Culture of Customer Care * Outcome 3 3.1 Planning a customer care strategy Describe the organization’s customer care strategy The ways in which it has been developed The advantages 3.2 Setting standards for customer care the standards that the organization has set for a variety of customer care situations (the micro sense and the macro sense) How these standards were set The advantages 3.3 Obtaining and monitoring qualitative and quantitative customer feedback A list of the methods to obtain both qualitative and quantitative information about the standards of its customer care How these methods work in practice How the organization analyses the information (cont) Gathering feedback and the different types of feedback, i.e. qualitative and quantitative, need to be considered in detail. It would be appropriate to look at ways of gathering, storing and using feedback as continually improving technology offers many opportunities to actively improve customer care. 3.4 Customer care review and improvements *