Post-Delivery Customer Follow-up

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Questions and Answers

What is the recommended time frame for contacting a customer after delivery to address issues?

  • Within 1 week (correct)
  • Within 2 weeks
  • Within 1 month
  • Immediately upon delivery

What should be confirmed during the first follow-up call within one week of delivery?

  • Date of next delivery
  • First service appointment booking (correct)
  • Customer's payment method
  • Product warranty details

After one month of delivery, what is a key action to take with the customer?

  • Check on their product usage
  • Ask for a referral (correct)
  • Request feedback on the delivery process
  • Offer a discount on future purchases

What should be monitored within the first week post-delivery regarding customer feedback?

<p>Quick VOC status (C)</p> Signup and view all the answers

What is the purpose of the follow-up process after a delivery?

<p>To stay connected and address satisfaction issues (A)</p> Signup and view all the answers

Flashcards

Initial Post-Delivery Follow-Up

Contacting a customer within one week of delivery to address any issues and ensure they have booked their first service appointment.

Quick VOC Check

Checking the customer's satisfaction rating (Quick VOC) and reminding them to complete it if they haven't already.

Referral Request

Contacting a customer within one month of delivery to respectfully request a referral.

Customer Satisfaction

Measures the effectiveness of post-delivery follow-up efforts in addressing customer issues and ensuring satisfaction.

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Post-Delivery Follow-Up

The practice of staying connected with customers after delivery to address concerns, ensure satisfaction, and potentially obtain referrals.

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Study Notes

Post-Delivery Follow-up Measurement Criteria

  • Customer Satisfaction: Maintain ongoing contact to address any issues promptly.
  • Timely Follow-up: Contact customers within one week of delivery to resolve issues and schedule their first service appointment.
  • Customer Engagement: Check Quick VOC status to identify and follow up with customers who haven't responded.
  • Referral Generation: Contact customers within one month of delivery to respectfully request a referral.

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