Customer Service Strategy

Customer Service Strategy
Customer Service Strategy
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Customer Service Strategy
Table of Contents
Implementation Plan for Customer Service Strategy..........................................................3
Customer Service Strategy.................................................................................................5
Internal Customer Requirement......................................................................................5
External Customer Requirement.....................................................................................5
Specific Customer Service Standards...............................................................................6
Implementation of Procedures........................................................................................6
Complaints and Grievance Handling................................................................................6
Required Resources........................................................................................................7
Customer Service Monitoring..........................................................................................7
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Customer Service Strategy
Implementation Plan for Customer Service Strategy
An ideal customer service strategy is defined as a plan which takes into account all the
measures which are helpful in gaining 100% customer satisfaction. Since the entire purpose
of a business is to have happy clients and consumers, it is important that such a strategy is
defined in order to ensure that all the customer requirements are taken care of and that
they do not have complaints left1.
A customer service strategy is one of the most important parts of a business plan.
Following is a Customer Service Strategy Plan for AET Transport Pvt. Ltd. And how it can
achieve, using this strategy, maximum customer satisfaction:
Step 1: Identify the customer base correctly: this is essential since it is the very basis of the
entire business. Identifying the right customer base will help in identifying the type and the
level of services to be provided to them.
Step 2: identifying the current level of services being offered: before nay revamps in the
service is made, it is absolutely essential to know the current phase of the service being
provided. After knowing the existing strengths and weakness can the work on a new
strategy be done.
Step 3: Determining the need of the customer: once the correct customer base and present
level of the service is identified, it is now essential to understanding what exactly the
customer needs out of us and what we are providing them. Since the current service deals
in the delivery of hazardous chemicals, it is essential to understand customer feedback2.
1 Barber Nelson, Goodman and J. Raymond [2011]. “A Strategic Approach to Managing Customer
Service Quality”. Journal of Service Science, Vol 4, No. 2.
2 Linton Ian (2015). “How to Develop a Customer Care Strategy” [Online]. Available at:
https://smallbusiness.chron.com/develop-customer-care-strategy-39910.htm> [2019].
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