The purpose of our Customer Service Team is to provide exceptional support and assistance to our valued customers. Our team is dedicated to ensuring customer satisfaction at every interaction, whether it’s before, during, or after a purchase. We aim to resolve customer inquiries, concerns, and issues promptly and effectively, striving to exceed their expectations. Our Customer Service Team acts as a reliable source of information, providing accurate and timely assistance regarding our products, services, policies, and processes. We actively listen to our customers, empathise with their needs, and go above and beyond to address their questions and provide appropriate solutions. By building strong relationships and delivering exceptional service, our Customer Service Team plays a vital role in fostering customer loyalty, promoting positive brand experiences, and ultimately contributing to the long-term success of our business.
- REFERENCES
C-PR-01-001 OA Department
C-PR-02-001 MED Department
C-PR-03-001 ENG Department
C-PR-041-001 OA Service Department
C-PR-042-001 MED Service Department
C-PR-043-001 ENG Service Department
C-PR-05(HR)-001 HR Department
C-PR-05(Admin)-001 Admin Department
C-PR-07-001/2/3 Logistic Department
C-PR-08-001 Tender Department
C-PR-09-001 Rental Department
C-PR-10-001/2 Business Development Department
C-PR-11-001 Data Analyst Department
- DEFINITIONS
CEO = Chief Executive Officer
CFO = Chief Financial Officer
CSMO = Chief Sales & Marketing Officer
KPI = Key Performance Indicators
CS = Customer Service
- Responsibility
Head of department and Executives responsible for all the detailed CS Department functions in coordination with team members , other departmental heads, and top management.
0CS Organization Chart
- Scope of Work
5.1 Plan
5.1.1 Customer Service Team Planning
5.2 Do
5.2.1 Exploring the Touch Points of Customer Service Department
5.2.2 Customer Service Hotline (3CX)
5.2.3 Service Center Quick Response Team
5.2.4 Lead Management
5.2.5 Customer Engagement
5.2.6 Customer Experience Management
5.2.7 Customer Service Optimization
5.2.8 Customer Retention and Growth
5.2.9 Customer Success Management
5.2.10 Relationship Marketing
5.2.11 Social Media Engagement
5.2.12 Events and Workshops
5.2.13 Customer Feedback and Surveys
5.3 Check
5.3.1 Reporting (Daily, Weekly, Monthly)
5.3.2 Review the KPI’s result
5.4 Action
5.4.1 Corrective Action
- Detailed Procedure
6.1 Plan
6.1.1 Customer Service Team Planning
Effective planning is vital for our Customer Service Team to ensure smooth operations and provide exceptional support to our customers. Our planning efforts focus on several key areas. Firstly, we analyse customer service trends, feedback, and data to identify areas of improvement and develop strategies to enhance customer satisfaction. This includes identifying common customer pain points and proactively addressing them. Secondly, we establish clear goals and performance metrics to measure our team’s success. These goals can include response time targets, customer satisfaction ratings, or first-call resolution rates. Regular monitoring and reporting of these metrics allow us to track progress and make data-driven decisions. Thirdly, we allocate resources efficiently, ensuring that our team has the necessary tools, technology, and training to deliver exceptional service. We invest in ongoing training and development to enhance our team’s skills and knowledge. Lastly, we establish effective communication channels within the team and cross-functionally to ensure coordination and collaboration. By meticulously planning and aligning our efforts, we can optimise the performance of our Customer Service Team and consistently exceed customer expectations.
6.2 Do
6.2.1 Exploring the Touch Points of Customer Service Department
Activities of the Customer Service Team involve identifying and analyzing every interaction point between the business and its customers. This includes channels such as phone calls, emails, social media, live chat, and in-person interactions. The team conducts thorough assessments to understand the quality of these touchpoints and ensure consistency, efficiency, and effectiveness in customer service delivery. The Customer Service Team gathers feedback from customers to identify pain points, address concerns, and enhance the overall customer experience. By exploring touchpoints, the team can optimise communication, responsiveness, and problem-solving, leading to improved customer satisfaction, loyalty, and ultimately, business success.
6.2.2 Customer Service Hotline (3CX)
The customer service team uses the 3CX phone system as our primary tool for managing the customer service hotline. With the 3CX system, the customer service team can efficiently handle incoming calls, route them to the appropriate representatives, and provide prompt and personalised assistance to customers. The customer service team can also access call logs, monitor call volumes, and track response times to continuously improve their service quality. By leveraging the 3CX phone system as our customer service hotline, the team enhances communication, streamlines operations, and delivers exceptional support to customers in a reliable and efficient manner.
The Customer Service Team records call logs in this sheet : 3CX_CS_Call Logs Report C-RE-00(CS)-003
6.2.3 Service Center Quick Response Team
The Customer Service Team taking part in Service Center Quick Response Team by monitoring and evaluating the customers’ call for service actions google form
(Service Call Form for Office Automation Equipment,
Direct Ph–
09-880 441 060 Ext: 1411
https://tinyurl.com/Service-Call-Form41 /
Service Call Form for Medical Equipment
Direct Ph–
09-880 441 060 Ext: 1421
https://tinyurl.com/Service-Call-Form /
Service Call Form for Engineering Equipment
Direct Ph–
09-880 441 060 Ext: 1421
https://tinyurl.com/Service-Call-Form43rm )
and response sheets(
41 Service :
https://docs.google.com/spreadsheets/d/1yT2DcIF7sna-x1krzEIM44SzbXRwKBDDmjJPON6CFmM/edit?usp=sharing ,
42 Service : https://docs.google.com/spreadsheets/d/15H7YiT83JeHH13LaUgNVXnZKW2Lh5nJzcXdc61Ou2X4/edit?usp=sharing
43 Service : https://docs.google.com/spreadsheets/d/1nGvfJtfGLDmqnv6JDf3uNxQWBX5mSDI0D0hmXiFNGWM/edit?usp=sharing .
6.2.4 Lead Management
The Customer Service Team is tracking and managing leads throughout the sales cycle, nurturing prospects, and converting them into customers.
6.2.5 Customer Engagement
The Customer Service Team is emphasizing the focus on actively engaging and building relationships with customers through personalized interactions and tailored experiences.
6.2.6 Customer Experience Management
The Customer Service Team is highlighting the management of every touchpoint and interaction a customer has with a business, ensuring a seamless and positive experience throughout their journey.
6.2.7 Customer Service Optimization
The Customer Service Team is signifying the efforts to optimize customer service processes, systems, and strategies to deliver exceptional support and meet customer needs effectively.
6.2.8 Customer Retention and Growth
The Customer Service Team is describing the aim of maintaining existing customers and fostering their long-term loyalty, while also identifying opportunities to increase customer value and drive growth.
6.2.9 Customer Success Management
The Customer Service Team is indicating the proactive approach of ensuring customers achieve their desired outcomes and goals by providing ongoing support, guidance, and value-added services.
6.2.10 Relationship Marketing
The Customer Service Team is referring to the strategic approach of building and nurturing strong relationships with customers, focusing on long-term loyalty and mutual benefits.
6.2.11 Social Media Engagement
The Customer Service Team is actively engaging with customers on social media platforms, responding to comments and inquiries, and leveraging social media for customer service and relationship building.
6.2.12 Events and Workshops
The Customer Service Team takes part in events, workshops, or webinars (organised by the sales department) where customers can learn, network, and interact with the business and fellow customers, promoting engagement and knowledge-sharing.
6.2.13 Customer Feedback and Surveys by Bulk SMS and phone call
The CS Officer collects the customer data from the daily invoicing list from SAP and sends (D+3) the Customer Feedback Form (Google Form: Concordia Myanmar_Customer Feedback Form) by Bulk SMS system. Collect the Customer Response by Concordia Myanmar_Customer Feedback Form and send the customer complaint to the related department to solve the issue and re-confirm the status by CS Officer. And if the invoice amount is greater than or equal 1,000 USD, the CS officer makes a phone call to the customer and asks for Customers’ feedback (buying experience in Concordia Int’l Co.,Ltd). Then CS officer records in Concordia Myanmar_Customer Feedback Form. CS Officer analyse the customer feedback data and report back to CEO & CSMO. If there is a customer complaint and bad feedback in a satisfaction survey, the customer service officer contacts the customer for the first apologising action to this inconvenience and listen what the customer said. Then the customer service officer open the complaint ticket on the response sheet and report to management and related HOD for rapid response for customer satisfaction. Later, the customer service officer close the complaint ticket by confirming with related HODs for the latest updated condition in solving customer complaint. After that the customer service officer contact the customer as a customer care approaches for asking about his/her satisfactions. If there is no more complaint from the customer, the customer service officer close the ticket in the sheet Customer Feedback Responses C-RE-00(CS)-003.
Policies
- Use a professional and friendly tone in all customer interactions.
- Always follow up with customers to ensure their issues are resolved to their satisfaction.
- Ensure that all customer communications are accurate and provide relevant information.
- Define clear criteria for escalating customer issues to higher levels of support.
- Train team members on when and how to escalate cases effectively.
- Monitor escalated cases closely and ensure timely resolution.
- Communicate the escalation process to customers to manage their expectations.
- Empower customer service representatives to make decisions and resolve issues independently within certain guidelines.
- Provide ongoing training and support to enhance problem-solving skills.
- Encourage proactive customer service, offering solutions before customers request them.
- Celebrate and recognize successful customer resolutions to motivate the team.
6.3 Check
6.3.1 Reporting (Daily/ Weekly/ Monthly)
The customer service team provides regular reporting on their activities and performance on a daily, weekly, and monthly basis by the following reports to Management.
(a) 3CX_CS_Call Logs Report C-RE-00(CS)-004
(b) 41 Service Respond Status :
https://docs.google.com/spreadsheets/d/1yT2DcIF7sna-x1krzEIM44SzbXRwKBDDmjJPON6CFmM/edit?usp=sharing ,
42 Service Respond Status : https://docs.google.com/spreadsheets/d/15H7YiT83JeHH13LaUgNVXnZKW2Lh5nJzcXdc61Ou2X4/edit?usp=sharing
43 Service Respond Status : https://docs.google.com/spreadsheets/d/1nGvfJtfGLDmqnv6JDf3uNxQWBX5mSDI0D0hmXiFNGWM/edit?usp=sharing
(c) Customer Feedback Responses C-RE-00(CS)-003
(d) Social Media Inquiry List (Google Sheet)C-RE-00(CS)-001
6.3.2 Review the KPI’s Result
The Head of Department reviews the progress and result of each KPI monthly, quarterly and Yearly. Based on the progress and achievement of KPI results, the Head of Department reviews the process of each plan for future responses by discussing with team members.
6.4 Action
6.4.1 Corrective Action
The Head of Department takes the action plan for rapid market responses by analysing the quantitative and qualitative report on each implementation.
- Reference Documents and Records
| Document Tile | Code |
|---|---|
| 3CX_CS_Call Logs Report | C-RE-00(CS)-004 |
| 41 Service Response Status | Google Sheet |
| 42 Service Response Status | Google Sheet |
| 43 Service Response Status | Google Sheet |
| Concordia Myanmar_Customer Feedback Form | Google Form |
| Customer Feedback Responses | C-RE-00(CS)-003 |
| Social Media Inquiry List | C-RE-00(CS)-001 |
| 0CS_Customer Visit Report | Google Sheet |
- Summary Of Amendments
| Issue Level | Date | Text Affected |
|---|---|---|
| Prepared By HOD | Checked ByChief Sales & Marketing Officer | Approved ByChief Executive Officer |
|---|---|---|
| ……. / ……. / …….. | ……. / ……. / …….. | ……. / ……. / …….. |
Remarks:
- Use this document only, if it is stamped with the Blue One (Controlled Copy Stamp).
- No part of this procedure may be reproduced in any form by print, photocopy, microfilm or any other means wholly or partially, or disclosed to any person outside Concordia International Co., Ltd without written permission.
- This Document is authorized by the Chief Executive Officer, and any change thereof can only be made with his approval.