252262 - Resolve Customer Service problems

AC 4 - The best overall option for the
customer and organisation is selected
and applied within agreed timeframe.

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distributed to any other person without the express written
permission of GMLS Management.

Match the solution option to the
complaint carefully.

Always remember that continued
feedback plays a major part in
successful follow-through and a
satisfied customer

© GMLS material is copyrighted and may not be copied, sold or
distributed to any other person without the express written
permission of GMLS Management.

SO4
Implement the solution to customer

service problems

AC 1
The proposed option for solving the
customer service problem is discussed

and agreed with the customer.

© GMLS material is copyrighted and may not be copied, sold or
distributed to any other person without the express written
permission of GMLS Management.

AC 2 Action is taken to implement
the option agreed with the customer

© GMLS material is copyrighted and may not be copied, sold or
distributed to any other person without the express written
permission of GMLS Management.

Purposes of relaying feedback

• To keep them up to date
• To keep them involved
• To keep them motivated
• To implement the solution

© GMLS material is copyrighted and may not be copied, sold or
distributed to any other person without the express written
permission of GMLS Management.

Procedure for implementing changes

• Notify all internal staff concerned of the solution
• Test the solution to prove its efficacy
• Get feedback to ensure internal satisfaction
• Feedback to the complainant
• Get approval from the complainant
• Feedback customer’s response to all
• If all is satisfactory, close the file
• If not satisfactory, repeat from 1

© GMLS material is copyrighted and may not be copied, sold or
distributed to any other person without the express written
permission of GMLS Management.

AC 3 Promises relating to resolving the
customer service problem are kept and

actioned within agreed timeframe.

© GMLS material is copyrighted and may not be copied, sold or
distributed to any other person without the express written
permission of GMLS Management.

Keep a promise, and you
demonstrate your

commitment; to yourself, your
clients, your family, your
community.

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distributed to any other person without the express written
permission of GMLS Management.

Promise Management

• Do you always do what you say you’re
going to do, in the time you promised?

• Do the people in your personal and work
life, person by person, do what they say
they’re going to do, in the time they
promised?

© GMLS material is copyrighted and may not be copied, sold or
distributed to any other person without the express written
permission of GMLS Management.

AC 4 Customers are kept informed
about what is happening to resolve

customer service problems.

© GMLS material is copyrighted and may not be copied, sold or
distributed to any other person without the express written
permission of GMLS Management.

Keeping the client informed keeps him.....

• Involved
• Interested
• Committed
• Cooperative
• Confident

© GMLS material is copyrighted and may not be copied, sold or
distributed to any other person without the express written
permission of GMLS Management.

AC 5 Records are kept in required
format and according to standard

operating procedures

© GMLS material is copyrighted and may not be copied, sold or
distributed to any other person without the express written
permission of GMLS Management.

Record-keeping Systems

• Separate (copies) set of records,
especially customer feedback records, in
the sales dept.

• Regular, accurate and reliable, filing is
strictly maintained

© GMLS material is copyrighted and may not be copied, sold or
distributed to any other person without the express written
permission of GMLS Management.

AC 6 Customers are communicated with
to make sure the customer service
problem has been resolved to their
satisfaction.

AC 7 Compromises are negotiated with
customer when the customer service
problem has not been solved to their

satisfaction

© GMLS material is copyrighted and may not be copied, sold or
distributed to any other person without the express written
permission of GMLS Management.

Compromise

Continued discussion,
negotiation and modification
are required, on both sides, to

satisfy the customer’s
complaint.

© GMLS material is copyrighted and may not be copied, sold or
distributed to any other person without the express written
permission of GMLS Management.

Questions & Answers

For further information on this and
other Training Courses offered by
GMLS, please contact us on:-

Website: www.gmls.co.za
Email: [email protected]

Office Mobile: +27 82 852 3626

Tel: +27 44 813 0052
or +27 11 425 1840

© GMLS material is copyrighted and may not be copied, sold or 66
distributed to any other person without the express written
permission of GMLS Management.