Revenue Management - Post-sales Service
Effectiveness and efficiency of operations
A. Customer needs continue to be satisfied after the sale.
- Is the customer service department organized in the most efficient manner; for example, along service or geographical lines?
- Are billing and marketing objectives communicated to service personnel? (For example, is a new promotional program or a special allowance communicated in a timely manner?)
- Are service personnel trained to know University services?
- Are service personnel trained in interpersonal skills?
- Are customer satisfaction surveys performed with existing and former customers to assess their satisfaction with service levels?
B. Customer service requirements are communicated to personnel.
- Have cross-functional communication links been established to ensure that service personnel understand all of the University's interactions with customers?
- Are customer service representatives provided with access to order processing systems that includes daily updates on pricing information?
- Are customer service inquiries (calls) monitored for quality purposes?
- Have customer service personnel been given the authority to resolve most major complaints so they do not have to transfer customers to several other points of contact?
- Are all customer complaints logged into a database and analyze by individual personnel
to determine the root cause of specific problems and
how to prevent them from recurring?