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Unit 5: Provide After Sales Customer Service - Coggle Diagram
Unit 5: Provide After Sales Customer Service
1) Importance of After-sales Service & The Impact to Organisations
After sales Follow Up
Thank the Customer
Gather Feedback
Keep in Touch with the Customer
Suggest a Second Purchase
Manage Returns/Refunds
Addressing Complaints
Service Recovery Resolution
Last-Mile Service
2) Reasons for Goods Returns by Customers
Inferior/Poor Quality Goods
Faulty Goods
Wrong specification of Goods
Overpriced Goods
3) Ways to Handle Good Returns
Return Policy
Proof of Purchase
Reason(s) for the Return
Condition of the Returned Goods
Date of Return
Exchange
Replacement
Refunds
4) LEMON Law in Singapore on Customer Protection (Fair Trading) & Act and Customers' Legal Rights to Replacements & Refunds
Consumer Protection (Fair Trading) Act
5) Purpose of After-sales Service/Support to Manage Returns/Refunds for Organisations
Increase Customer Satisfaction
Gain Customers' Trust
Enhance company's image
Achieve customer loyalty
Increased Profitability
6) Key Communication Strategies for After-sales Customer service
Listening Techniques While a Customer is Making/Giving Feedback/Complaint
Staying Focused
Sensing Emotions
Avoiding Steoreotyping
Avoiding Interruptions
Summarising and Repeating
Taking Notes
Techniques for Dealing with Difficult Customers
Listen Actively
Build Rapport
Keep Voice Low
Avoid Getting Personal
Summarize
Techniques for Obtaining Feedback from Customers
Using Live Chat Feature
Using Emails for New Customers
Facebook Features
In-App Features
Request Feedback in Return for a Gift
7) Purpose & Benefits of Providing Last Mile Customer Service
Satisfied Customer
Reduced Shipment Costs
Better Transperency
Easy Management During Mega Sales
Reduced Operational Costs
8) The 'Last Mile Problem' that Organisations Face in E-Commerce