After recently reading this article in the Sydney Morning Herald, it got me thinking - shouldn't we all have a Customer Protections Code in our businesses?
The article is detailing the Australia Communications and Media Authority’s drafting of a Protections Code, which is attempting to make customer relations with telecommunications companies simpler, thorough and less confusing. And we’ve all got a story about dealing with a Telco that baffled and frustrated us!
I really liked the idea of a Protections Code for customers in every business. Each customer could receive a copy of it, it could be framed within offices, displayed on our websites etc.
And what would we put on our Customer Protections Code? Maybe things like:
‘When having face to face interaction with a customer, greet them with a smile’
‘A phonecall is answered within four rings’
‘A customer query should be followed up and completed within seven days’
‘If a message is taken, a staff member should call back the customer within 30 minutes’
‘Any term that the customer is not familiar with, a staff member should explain immediately.’
Obviously each business has different specifics that they could appropriate for their own Customer Protections Code – but doesn’t it just make sense? Similar to our Policy and Procedures Manuals, that ensure our businesses run smoothly and protect our staff, shouldn’t we have something similar in place that protects our customers?
Subscribe to:
Post Comments (Atom)
Posts
No comments:
Post a Comment