Provide an effective after-sales service

This standard covers the skills and knowledge required to provide an effective after-sales service to your organisation's customers. As well as ensuring that customer after-sales management programmes fulfil requirements, it includes ensuring that products/services are delivered as agreed, and addressing any after- sales queries and problems

1. develop customer care programmes, identifying your

organisation's service provision, standards and nominated points

of contact

2. establish and maintain communications with relevant customers

regarding the ongoing customer service and care provided by

your organisation

3. develop processes to monitor and evaluate customers and sales

support which involves customers, enabling joint monitoring of

your organisation's customer relationships

4. check products/services are prepared, delivered and installed to

customers in accordance with agreed terms and conditions

5. check customer satisfaction with products/services delivered

following standard operating procedures

6. address customer queries and problems promptly, investigating

and establishing the circumstances of such queries and problems,

using your findings to inform measures designed to reduce the

probability of any recurrence

7. address customer queries and problems to the satisfaction of all

relevant parties wherever possible, balancing customer needs

with those of your organisation

8. maintain accurate and complete records of products/services

delivered, and of any queries or complaints and the actions taken

1. the importance of effective after-sales support programmes and

how to establish these

2. how sales support, and customer care and service, can add value

to customer relationships

3. internal and external pressures upon customer-buyer

relationships, and their impact upon sales support and customer

service

4. techniques for addressing customer queries and problems,

including how to manage difficult individuals

5. how to obtain and analyse data from customers relevant to

managing effective customer care

6. how to address customer problems sensitively and constructively
7. legal, regulatory and ethical requirements relating to the provision

of after-sales service within the fitted furniture industry

8. your organisation's terms and conditions of sale including

contractual arrangements with key customers

9. your organisation's customer service procedures, including those

for addressing customer queries and complaints

10. after-sales services provided by key competitors
11. typical queries and problems raised regarding fitted furniture

installation

12. options and solutions available to resolve typical queries and

problems

13. service level agreements and how these are monitored and

evaluated

14. limits of your own authority when dealing with after-sales queries

and problems, and to whom to refer to