SACOB

Subjects

Developing a customer service strategy:

1.1 Customers’ needs at all stages of the buying cycle.
1.2 Organisational standards of customer service.
1.3 The coherence of the strategy with other organisational strategies, plans and priorities.
1.4 An after-sales care programme that meets identified customer needs.
1.5 Internal and external stakeholders’ commitment to the strategy and its implications.

Managing customer relationships (CRM):

2.1 The scope, types and uses of Customer Relationship Management (CRM) and their implications.
2.2 A CRM system that is responsive within agreed customer service standards and can identify critical customer information.
2.3 The coherence of a CRM strategy, data and activities with those of other departments.
2.4 Procurement and customer service issues identified by CRM information.

Evaluating customer service:

3.1 An evaluation plan that addresses customer service objectives.
3.2 Evaluation methods and obtain information that is within the agreed budget.
3.3 Strengths and areas for improvement.
3.4 Measures to improve customer service that are consistent with organisational objectives, priorities and values.