Customer Service Standards
Rule #1 … The customer is always right. Rule #2 … Re-read rule #1.
A customer service policy should be designed to meet or exceed customer expectations in all areas of catalog presentation, order solicitation, fulfillment and delivery. For variances regarding these suggestions and standards or, for additional customer service information, please refer to “Fenvessy on Fulfillment” by the late Stanley J. Fenvessy. Important customer service guidelines are as follows:
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GOAL |
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1. Percent of calls answered in 30 seconds. |
90% |
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2. Order calls as a percentage of total calls. |
75% |
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3. Complaints as a percent of total calls |
5% (max.) |
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4. Abandoned calls as a percent of total calls. |
3% to 4% (max.) |
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5. Resolution of complaints. |
24 to 48 hours |
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6. Initial product order fill rate. |
90% |
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7. Final fill rate. |
100% |
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8. Customer cancellations as a percent of total orders. |
2% (max.) |
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9. Backorder turnaround time. |
10 to 20 days |
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10. Shipping accuracy (packer identified). |
98% to 100% |
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11. Returns as a percent of sales |
Varies by Co. |