Business-to-Consumer Management
Execute customer management strategies to complete sales of products and services to the satisfaction of customers
Type
Functional
Competency Area
Stakeholder and Customer Management
Levels
Follow up with customer requests and queries
Follow up on customers request and queries
Apply service recovery procedures to respond to service challenges
Follow organisational processes and procedures to provide prompt and quality customer service
Identify customer needs and expectations
Identify urgent customer needs through assessments
Carry out measures to address urgent customer needs
Create service recovery log to identify opportunities for improvement
Supervise the responses to customer requests and queries to prevent lapses in the delivery of services to customers
Manage customer requests through customer relationship management software to track the status of the delivery of service to customer
Facilitate internal follow- ups to notify urgent service requests
Record service recovery activities to maintain service recovery logs
Carry out collection of customer feedback
Develop a service recovery framework to minimise lapses in the delivery of services to customers
Gather data from service recovery logs to analyse service challenges to ascertain service recovery gaps
Gather feedback from customer service representatives to identify service recovery challenges
Analyse gaps between actual service performance and organisation’s service standards
Analyse service performance levels for effectiveness of actions taken
Develop service recovery framework to address service recovery gaps
Refine the service recovery framework to minimise lapses in the delivery of services to customers
Facilitate review of service recovery framework with multiple internal stakeholders to identify potential gaps and implications
Create service recovery performance metric to measure recovery process performance
Conduct performance review on service operations
Evaluate the effectiveness of service recovery strategies
Modify service recovery framework to reflect service recovery gaps