Customer Service Plan Joshi - Customer Service Plan Iron security goes beyond providing basic benefits of the security services it will conduct the

Customer Service Plan Joshi - Customer Service Plan Iron...

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Customer Service Plan Iron security goes beyond providing basic benefits of the security services; it will conduct the following customer service plan on day to day basis to maximize customer satisfaction. There are four main components to this plan. These are as follows: Offering general support services. Understanding the customer o Delivery extraordinary services which excel customer needs, and make the security service more customized. o A system to react to any bad customer experience, which leave the customer happy and satisfied in the end. Use of technology in customer relationship management. Offering General Support Services Greeting the customer Iron security will hire smart looking receptionists who will greet all people entering the office space. Candidates with confident personality will be selected for this job as they will have to make eye contact with potential customers, and greet them into the office space. Regular customer will be greeted with their names, showing the personal interest given by the firm. Serve a welcome drink The receptionists in the office will politely ask the clients for a beverage if they are told to wait in the lounge area of the office. Choice of drinks will be asked to the clients, or the receptionists will decide upon the weather during the time of the year. Preference will be given to drinks such as coffee, latte, hot chocolate, and tea during the winter months. On the contrary cold drinks will be provided during other months of the year. Interesting reading material will also be available in the lounge area of the office. The combination of drink and reading material will keep the client occupied, and won’t let them get bored, until they are entertained by one of the office staff. Not overselling The clients may not like the attitude of the sales executive, and therefore of the firm when they try and sell more things than asked by the clients. Sales executive will be instructed, to stop selling additional products as soon as the customer thinks it’s irrelevant to what they want. Doing so will make sure the customer gets exactly what
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they want, and also won’t keep the next possible clients waiting for long periods of time. On the other hand if the customer is not in a hurry, and is interested in knowing more about security services, and devices overselling would be carefully practiced and the customers will be thanked for their precious time by the sales executives. Overselling needs to be done as Iron Security needs to meet its planned sales revenue for the first year of the business. Sell in bundles Iron Security sales representatives may try and sell more than want the customer want if they show interest. The intension behind this is to advertise the products the firm has to offer, and truly demonstrate how Iron security meets customer needs.
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  • Spring '15
  • Sales, Customer relationship management, iron security

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