Page 99 - Sales and Operations Handbook for Managers.pdf

CUSTOMER

RELATIONS

Purpose

Retail staff can better handle customer complaints in a timely manner.

Applicability
Turning unsatisfied customers into happy customers will help with
customer retention.

Prerequisites

Strong listen skills (customers must be heard and sometimes just want
someone to listen to their complaint)
Ability to deescalate customer complaints and escalate things that they

need assistance with

Responsibilities
Sales agent- in charge of ensuring unhappy customers are heard and
they are satisfied by the end of the interaction. If escalation is

needed, agents will get DSM or RSM involved immediately.
DSM- in charge of resolving customer complaints and dissatisfaction
issues the sales agent cannot handle and escalate to RSM if the DSM
is unable to resolve the issue.

RSM- in charge of resolving customer complaints and dissatisfaction
issues that require a high level of service. RSM must also escalate to
the Sales Director or to the President of Sales if additional assistance
is required.