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QX | Dealer Customer Service Program MODULE 2 – The Customer Service Experience
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DEALER/OWNER TIP
Put your customer service policy in writing. Keep it clear and simple for employees.
Keeping the Customer
1. Ask for feedback
Survey your customers regularly. Ask for suggestions.
2. Follow up
Follow up with new customers three days after their shipment was received. Ask about the products, the delivery
and their experience overall.
Follow up with your best customers at least three times a year. Let them know when you are introducing new
products. Ask them if they would be willing to try out new products and give feedback. It’s a way of deepening
your relationship (and getting market feedback to use when you promote the product).
3. Don’t make promises you can’t keep
Nothing annoys a customer more than a broken promise. For example, it’s better to overestimate how long it will
take for delivery of a product. If you know it will take two to three weeks, tell the customer three weeks, and then
they will be very pleased if it arrives in two weeks.