BLANC Customer Service Process

Mathilde Blanc
Mind Map by Mathilde Blanc, updated more than 1 year ago
Mathilde Blanc
Created by Mathilde Blanc about 6 years ago
32
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Description

Mind Map on BLANC Customer Service Process, created by Mathilde Blanc on 08/19/2015.

Resource summary

BLANC Customer Service Process
  1. Customer has a complaint: CAN TA SOLVE IN STORE?
    1. Yes
      1. Garment sent back for reprocessing. CUSTOMER HAPPY?
        1. Yes
          1. No
            1. TA to send E1
            2. Cash voucher given
              1. TA to send E1
            3. No
              1. TA to send "BLANC Complaint Form" email E2

                Annotations:

                • Dear [customer name], As discussed earlier today, BLANC takes your complaint very seriously and we are very sorry that you have had a less than ideal experience with us. To assist us in dealing with your query, we ask that you please fill in this form at your earliest convenience so we can record and track this incident more effectively.  I will deal with this personally as soon as I can. Again, we are very sorry about any inconvenience caused. Kind regards, Mathilde  Customer Care
                1. VA to add name to the "queue"
                  1. Customer fills out form
                    1. DETAILS UPDATE: 1. VA to update SPOT with all details of complaint 2. VA to call relevant store to check whether we have the garments in store to examine. ARE THE GARMENTS IN STORE?
                      1. Yes
                        1. VA to send E3: "Dealing with your request" email which explains to customer what is going to happen.

                          Annotations:

                          • Title: BLANC - We are dealing with your request Dear [CUSTOMER NAME] Thank you for filling in our complaint form - we are very sorry to hear that your recent experience with us was not what it should have been and what we always strive for at BLANC.  I will be personally looking into this issue for you and hope that we can promptly find a solution.  A few things to help you understand what will happen from here: 1. Your [GARMENT] will be examined by our operations manager Lucy who will assess the situation, gain an understanding of what may have happened from our production team and determine whether we can fix this ourselves, whether we need to talk to the garment manufacturer (which is often the case as a lot of garments are not tested by manufacturers and therefore cause problems when cleaned) or whether we need to talk to you about alternative solutions 2. I will oversee this process personally and see to it that we get answers promptly for you one way or the other. I will be your main contact person - feel free to contact me if you have any further questions - and I will make sure to keep our till staff appraised of the situation, too, should you want to get an update from someone in store. I will be with you shortly on this. Please bear with me as we are currently incredibly busy - I will try my best to get back to you within the next week. Best regards, Mathilde customercare@blancclean.com
                          1. LUCY & MATHILDE ASSESS DAMAGE (1. what happened 2. who client is)
                            1. VA TO CALL MATHILDE TO ASK WHAT SITUATION WE ARE IN
                              1. CLEAR BLANC ERROR - What type of client are we dealing with?
                                1. GOOD

                                  Annotations:

                                  • - Very regular customer - Usually trust worthy - Knows the error is an exception and does not think we are bad   - Will come back  - Profitable Really want to keep      
                                  1. CL1
                                    1. CL2
                                  2. AVERAGE

                                    Annotations:

                                    • - Regular customer - Good degree of trust - Good potential - Potential to come back     Good potential      
                                    1. CL1
                                      1. CL2
                                    2. BAD

                                      Annotations:

                                      • - First time  - Bad faith    - Unprofitable   - Always complaining   Prefer if does not come back      
                                      1. CL1
                                        1. CL2
                                    3. UNCLEAR / SMALL ERROR - What type of client are we dealing with?
                              2. No
                                1. VA to send E4: "Dealing with your request" email which asks for clothes back and explains what is going to happen.

                                  Annotations:

                                  • Title: BLANC - We are dealing with your request Dear [CUSTOMER NAME] Thank you for filling in our complaint form - we are very sorry to hear that your recent experience with us was not what it should have been and what we always strive for at BLANC. As a founding partner of our business, I will be personally looking into this issue for you and hope that we can promptly find a solution.  A few things to help you understand what will happen from here: 1. Have you left your [GARMENT] in store for us to examine? this is key for us to determine what might have happened and I would be grateful if you could return everything to us if you haven't. We cannot do anything to help progress this matter until we have had everything returned to us2. Your [GARMENT] will be examined by our production manager Lucy who will assess the situation, gain an understanding of what may have happened from our production team and determine whether we can fix this ourselves, whether we need to talk to the garment manufacturer (which is often the case as a lot of garments are not tested by manufacturers and therefore cause problems when cleaned) or whether we need to talk to you about alternative solutions3. I will oversee this process personally and see to it that we get answers promptly for you one way or the other. I will be your main contact person - feel free to contact me if you have any further questions - and I will make sure to keep our till staff appraised of the situation, too, should you want to get an update from someone in store.I will be with you shortly on this. Please bear with me as we are currently incredibly busy - I will try my best to get back to you within the next week. Best regards, Mathilde customercare@blancclean.com
                            2. Customer doesn't fill out form
                              1. Customer forgotten - LEAVE
                                1. Customer comes back to the store
                                  1. NO COMPENSATION WITHOUT COMPLAINT FORM - TA to forward email with Complaint Form
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