Customer Promise v Internal Action

Customer Promise v Internal Action

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Poll

How confident are you in knowing the difference between a Customer Promise and an Internal Action?

• Very Confident

• Not confident

What is a Customer Promise?

Customer Promise

a direct contact needs to happen with the customer to progress/close the case

What is an Internal Action?

Internal Action

a partner, fitter/estimator, supplier, or delivery service needs to be contacted

Why is it important to accuretly log if an activity is a Customer Promise or an Internal Action?

Customer Promises achieved are a business KPI. It is important that we are setting the activities accurately to give a true reflection of how many Customers we are failing

Of the cases that have been reviewed so far by the Flooring Operational trainers, 19% of the activities had been incorrectly set

Multiple Choice

Next action - Check scheduling child case to see if the remedial appointment has been arranged

• Customer Promise

• Internal Action

Multiple Choice

3. Next Actions

-Awaiting cmr response

• Internal Action

• Customer Promise

Poll

Next action: Check if suppliers have said we can use a different underlay

• Internal Action

• Customer Promise

Poll

***Action required***

Check that fit has been booked

• Internal Action

• Customer Promise

Poll

NEXT STEPS

>PJB flooring make an appointment with customer

• Internal Action

• Customer Promise

Poll

NEXT STEP :

1. await inspection report

• Internal Action

• Customer Promise

Currently, Aftersales is sitting at 84.6% Customer Promises achieved can we get that figure even higher!

Questions?