Table of Contents
Customer Service
While A2Z Services we pride ourselves on our great customer service and recognise it as the key to our long-term business success.
By offering fast, effective customer service, franchise partners will increase their chances of gaining new leads, retaining customers, increasing sales and building a reputable brand people can count on.
The Keys to Great Customer Service
Here are the keys tips to providing high levels of customer service as a A2Z Services franchise partner.
- Respond Quickly
Responding within a short amount of time to customer queries is a big part of providing excellent customer service. Nobody likes to wait days for an answer to their question. Delayed responses or no response at all is the fastest way to lose a potential customer’s business. This is why head office have a call centre to take calls when franchise partners are busy on the job.
- Personalise Your Service
Around 40% of customers say that they want better human service. In a world of digital technology, it’s easy to treat each customer the same as the last and give them the unpleasant feeling they are nothing more than just a ticket number.
One of our best customer service tips is to always remember to treat your customers like real people. This means taking the time to listen to their issue and coming up with thoughtful solutions that are just right for them. Individualise each online response and be as helpful as possible.
- Confirm Appointments
Franchise partners are to confirm all appointments with clients 24 hours ahead of time.
In addition, they are to let clients know when they are 30-60 mins away from arriving at the job.
Confirming appointments demonstrates our professional level of service and shows the customer that you value their time.
- Show Up On Time
This is one of our most important customer service tips. When you agree on a time, stick to it. This will demonstrate your reliability, professionalism and motivation to start work. Make sure you be as specific as possible, so they know exactly when to expect you.
If for any reason you think you might be late, let the client know as early as possible. This will keep them in the know and give them time to rearrange their schedule if necessary.
- Communicate Regularly
Keep in touch with your client regularly throughout the entire process. Let them know what you will be doing at each stage of the project, when you have completed it and how they can expect to benefit from it. When the job’s done, be available for any further questions or concerns.
Use clear, effective communication that gets straight to the point and explains everything the customer needs to know. This is especially important during the early stages where both parties need to understand exactly what the project entails and how much it will cost.
- Get Consistently Great Reviews
Highly rated reviews are another way you can provide good customer service. Reviews form bonds of trust between you and your potential customers and let them know you are reliable and can deliver the results they need.
This includes reviews on your Facebook page as well as your Google reviews. If your client is happy with the work, ask them if they are happy to leave a 5-star review and then send them the link.
- Maintain A Positive Attitude
Most people will respond better to a happy person who has a positive attitude. To make a positive lasting impression on your customer, show up with an upbeat personality, a friendly smile and a few words of kindness. When things go wrong, don’t get angry about it. Keep your cool and resolve issues professionally and with patience.
It also helps to go the extra mile and provide customers with knowledgeable advice and resourceful solutions even when they don’t ask for it.
- introduce yourself by name
- acknowledge customers by name when possible
- greet and thank customers courteously
- do not swear or speak crudely in front of customers
- respect and protect customer property and
- protect confidential information relating to customers.
This list is not exhaustive.
Forms and Registers
| Document Number | Document Name |
| OR000?? | Compliments and Complaints Register |
Amendment Record
Issue#: 1 Issue Date: 13/7/2022
| Rev# | Date | Section# | Para.# | Description of Change | Prepared By | Approved By |
| 1 | ||||||
| 2 | ||||||
| 3 |
Disclaimer: This documentcontains material to assist in meeting environmental management, Work Health and Safety and Quality obligations under the International Standard ISO AS/NZS ISO 9001:2016,14001:2016 and other legislative bodies. This document contains material sourced from Safe Work Australia. Any such material remains subject to copyright © Commonwealth of Australia. https://www.safeworkaustralia.gov.au/copyright. Although every effort has been made to ensure the accuracy of this information at the time of publication, it is provided as guidance only and does not provide legal advice on meeting your obligations. This document and its contents are © A2Z services 2018 and or the originating source authors and no permission is given for its duplication or copying, in part or in its entirety, for use outside its original purposes as stated within the company.