Question
Youhaverecently beenpromotedtotheposition ofCustomerService Managerofawholesaletravel company,OnYourWayTravels.Assomeonewhohasbeenintheindustryforanumber ofyearsyouknowthattheattitude ofretailtravelagentstoyourorganizationismixed.Someretailtravelagentsbookallthattheycanthroughyou,whileother agentswillonlyuseyouthroughnecessity. Youaretodevelop apolicyandprocedureonqualitycustomer servicepractices Forthispartoftheassessmentyouaretodevelop apolicyandprocedureforatleastthree(3)differentareas ofthebusinessthatmeetindustrystandards. Thesecanbe,butarenotlimitedto: acknowledgingandgreetingcustomers complaintanddisputemanagement authorityfordifferentlevelpersonneltoresolvecomplaints,disputes,serviceissuesandcustomercompensation loyaltyprograms presentationstandardsforcustomerenvironmentandcustomerservice personnel pricingandservice guarantees productquality refundsandcancellationfees
Youhaverecently beenpromotedtotheposition ofCustomerService Managerofawholesaletravel company,OnYourWayTravels.Assomeonewhohasbeenintheindustryforanumber ofyearsyouknowthattheattitude ofretailtravelagentstoyourorganizationismixed.Someretailtravelagentsbookallthattheycanthroughyou,whileother agentswillonlyuseyouthroughnecessity.
Youaretodevelop apolicyandprocedureonqualitycustomer servicepractices
Forthispartoftheassessmentyouaretodevelop apolicyandprocedureforatleastthree(3)differentareas ofthebusinessthatmeetindustrystandards.
Thesecanbe,butarenotlimitedto:
- acknowledgingandgreetingcustomers
- complaintanddisputemanagement
- authorityfordifferentlevelpersonneltoresolvecomplaints,disputes,serviceissuesandcustomercompensation
- loyaltyprograms
- presentationstandardsforcustomerenvironmentandcustomerservice personnel
- pricingandservice guarantees
- productquality
- refundsandcancellationfees
- responsetimes
- stafftraining
Youcanhaveone(1)policythatisanoutlineforallareasofthebusinessandthenthree(3)differentproceduresforeachareaofthebusiness.
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