Business Frameworks

Loving the Fans - Customers Templates Overview

An overview of all templates relating to customer retention and customer care.

Customer Retention Activities

Quick tips and thoughts on how to improve client retention activities

KEY CUSTOMER CARE CONSIDERATIONS

Plan for the areas/support to put in place for different levels of client care

CUSTOMER SERVICE - GLOBAL PERFORMANCE STANDARDS

Maintain a consistency of knowledge and client care throughout the business

CUSTOMER ORDER PROCESS

A clearly diagrammed flow of the activities/actions and processes required to deliver goods – visual flow charts are priceless in perfecting the steps of delivery.

CUSTOMER COMPLAINT PROCESS FLOW CHART

Record keeping of complaints ensures ownership and resolution long term, whilst also enabling trend analysis to ensure customers gain consistent care.

CUSTOMER COMPLAINT LETTER REPLY

An example of letter showing how to respond effectively to a client complaint

CUSTOMER COMPLAINT LETTER FOLLOW-UP CONVERSATION

An example of how to respond effectively to a client complaint - resolution summary

Customer Satisfaction Survey

An example of how to respond effectively to a client complaint - resolution summary

DELIVERY SERVICE QUESTIONNAIRE

Looking for client feedback on delivery service – demonstrating consistency to deliver the perfect order

Average Invoices Trend Report

A method to analyse the activity level of your order processing department and trends in order types to understand order mix