6 - Manage Customer Service

Managing customers before and after the delivery of services. This includes developing and planning customer service practices with an eye on steering processes relating to inquiries after sales, feedback, warranties, and recalls. 

6.0Manage Customer Service   
6.1 Develop customer care/customer service strategy
6.1.1  Define customer service requirements across the enterprise
6.1.2  Define customer service experience
6.1.3  Define and manage customer service channel strategy
6.1.4  Define customer service policies and procedures
6.1.5  Establish target service level for each customer segment
6.1.6  Define warranty offering   Determine and document warranty policies   Create and manage warranty rules/claim codes for products   Agree on warranty responsibilities with suppliers   Define warranty related offerings for customers   Communicate warranty policies and offerings
6.1.7  Develop recall strategy 
6.2 Plan and manage customer service contacts
6.2.1  Plan and manage customer service work force   Forecast volume of customer service contacts   Schedule customer service work force   Track work force utilization   Monitor and evaluate quality of customer interactions with customer service representatives
6.2.2  Manage customer service problems, requests, and inquiries   Receive customer problems, requests, and inquiries   Analyze problems, requests, and inquiries   Resolve customer problems, requests, and inquiries   Respond to customer problems, requests, and inquiries   Identify and capture upsell/cross-sell opportunities   Deliver opportunity to sales team
6.2.3  Manage customer complaints   Receive customer complaints   Route customer complaints   Resolve customer complaints   Respond to customer complaints   Analyze customer complaints and response/redressal
6.2.4  Process returns   Authorize return   Process return and record reason
6.2.5  Report incidents and risks to regulatory bodies
6.3 Service products after sales  
6.3.1  Register products  
6.3.2  Process warranty claims   Receive warranty claim   Validate warranty claim   Investigate warranty issues    Define issue    Schedule field service    Request and receive defective part    Investigate issue/perform root cause analysis    Receive investigation result/recommendation for corrective action   Determine responsible party   Manage pre-authorizations   Approve or reject warranty claim   Notify originator of approve/reject decision   Authorize payment   Close claim   Reconcile warranty transaction disposition
6.3.3  Manage supplier recovery   Create supplier recovery claims   Negotiate recoveries with suppliers
6.3.4  Service products   Confirm specific service requirements for individual customer    Process customer request    Create customer profile    Generate service order   Identify and schedule resources to meet service requirements    Create resourcing plan and schedule    Create service order fulfillment schedule   Provide service to specific customers    Organize daily service order fulfillment schedule    Execute product repair    Manage service order fulfillment   Ensure quality of service    Identify completed service orders for feedback    Identify incomplete service orders and service failures    Solicit customer feedback on services delivered    Process customer feedback on services delivered
6.4 Manage product recalls and regulatory audits
6.4.1  Initiate recall  
6.4.2  Assess the likelihood and consequences of occurrence of any hazards
6.4.3  Manage recall related communications
6.4.4  Submit regulatory reports 
6.4.5  Monitor and audit recall effectiveness
6.4.6  Manage recall termination 
6.5 Evaluate customer service operations and customer satisfaction
6.5.1  Measure customer satisfaction with customer problems, requests, and inquiries handling   Solicit customer feedback on customer service experience   Analyze customer service data and identify improvement opportunities   Provide customer feedback to product management on customer service experience
6.5.2  Measure customer satisfaction with customer- complaint handling and resolution   Solicit customer feedback on complaint handling and resolution   Analyze customer complaint data and identify improvement opportunities   Identify common customer complaints
6.5.3  Measure customer satisfaction with products and services   Gather and solicit post-sale customer feedback on products and services   Solicit post-sale customer feedback on ad effectiveness   Solicit customer feedback on cross-channel experience   Analyze product and service satisfaction data and identify improvement opportunities   Provide feedback and insights to appropriate teams (product design/development, marketing, manufacturing)
6.5.4  Evaluate and manage warranty performance   Measure customer satisfaction with warranty handling and resolution   Monitor and report on warranty management metrics   Identify improvement opportunities   Identify opportunities to eliminate warranty waste   Investigate fraudulent claims
6.5.5  Evaluate recall performance 

Process and performance improvement, helps organizations adapt to rapidly changing environments, build new and better ways to work, and succeed in a competitive marketplace. With a focus on productivity, knowledge management, benchmarking, and quality improvement initiatives, organisations such as the APQC works with its member organizations to identify best practices; discover effective methods of improvement; broadly disseminate findings; and connect individuals with one another and the knowledge, training, and tools they need to succeed.
This APQC Process Classification Framework® (“PCF”) is an open standard developed by APQC, a nonprofit that promotes benchmarking and best practices worldwide. The PCF is intended to facilitate organizational improvement through process management and benchmarking, regardless of industry, size, or geography. To download the full PCF or industry-specific versions of the PCF, as well as associated measures and benchmarking, please visit www.apqc.org/pcf.

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