Crm unit ii internal customers 33

FOUR H R STRATEGIES

1. HIRE THE RIGHT PEOPLE

• Compete for the best• Be the preferred employer• Hire for service inclination• Hire for service competency

2. DEVELOP PEOPLE

• Train for technical / interactive skills• Empower• Promote teamwork

3. PROVIDE SUPPORT SYSTEMS

1. Measure quality of internal service

2. Provide technology & equipment

3. Develop internal processes

4. RETAIN THE BEST

• Include employees in vision• Treat employees as customers• Measure service performers• Reward strong performers

HANDLING COMPLAINTS

One of the few problems that can be prepared for in advance

BY WHOM?

• By the counter salesperson• Not by a separate complaint cell• Salesperson has information• Salesperson needs experience

FACING COMPLAINTS

• Expectation of fairness, courtesy and consideration

• Reassurance of customer faith in company• Allow customer to talk out• Use complaints to strengthen relationship

PREVENTING COMPLAINTS

1. Product / customer knowledge2. Mutual agreement on expectations, belief

and performance3. Detailed description of company routine and

policies4. Keep promises