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Customer Service Procedure

This document outlines customer service procedures for AZtec Automation Solution Delhi. It details standards for telephonic, face-to-face, and email contact with customers. Staff are instructed to greet customers politely, actively listen to issues, and work to find satisfactory solutions. For telephonic inquiries, staff should confirm booking details, ask if further assistance is needed, and thank the customer. Face-to-face interactions require courteous and empathetic behavior when handling complaints. Emails to customers should mirror polite phone and in-person conduct with proper greetings, grammar, and signatures. The procedures also include deputing engineers and collecting customer feedback.

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Rahmat Siddique
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321 views3 pages

Customer Service Procedure

This document outlines customer service procedures for AZtec Automation Solution Delhi. It details standards for telephonic, face-to-face, and email contact with customers. Staff are instructed to greet customers politely, actively listen to issues, and work to find satisfactory solutions. For telephonic inquiries, staff should confirm booking details, ask if further assistance is needed, and thank the customer. Face-to-face interactions require courteous and empathetic behavior when handling complaints. Emails to customers should mirror polite phone and in-person conduct with proper greetings, grammar, and signatures. The procedures also include deputing engineers and collecting customer feedback.

Uploaded by

Rahmat Siddique
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Customer Service Procedure

1.Telephonic Contact

Any staff member answering the phone must use this standard greeting Welcome
to AZtec Automation Solution Delhi, this is (Employee name) how may I help?

Speak clearly and evenly.


Deal with complaints
Actively listen to the customer, provide a solution and ask the customer if
the solution is satisfactory
o Confirm back to customer the arrival and departure dates required
o Type of accommodation booked
o Any special requirements the customer has asked for and we have
agreed to provide
Before ending the call be sure to ask the customer if you can be of any
further assistance
End the call thanking the customer for their custom and advise them that you
are looking forward to seeing them on date (mention the arrival date once
more)

2.Face to face Contact

A courteous and pleasant disposition must be portrayed at all times to all


customers, ensuring you speak clearly and evenly
Clearly communicate the features and benefits of your organization to the
customer
When dealing with complaints or difficult customers staff will display
appropriate empathetic behavior, actively listen to the customer, provide a
solution and ask the customer if the solution is satisfactory. If a satisfactory
solution cannot be met the complaint must escalate up to the manager

3.Email Contact

E-mail communication with customers should mirror the same professional


and courteous procedure as displayed when conversing over the phone or
face to face

All communications to customers should begin with Dear (Mr, Mrs, Ms, Dr
or other appropriate salutation) if the communication is of a formal nature
such as confirming a booking

The body of the e-mail communication should be clear in its message and
portray a professional and courteous tone ensuring grammar and spelling is
correct

All e-mails are to end with the approved signature block

4.Depute the Engineer


Depute the Engineer for the date which has confirmed by the customer
5.Collect the Customer feedback
collect the Minutes of Meeting

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