6.1 - Develop customer care/customer service strategy

PCF ID: 10378 | Elements: 13 | Metrics Available: Y | Benchmarkable: 2

Definition

Defining a plan that removes customer obstacles by gathering operational insight and competitive insight, as well as improving soft skills and forward resolution for employees. Develop customer segmentation. Define rules and regulations for customer service. Establish service levels for customers.

Overview

This process group covers develop customer care/customer service strategy within the broader context of Manage Customer Service.

Process Hierarchy

Processes

ID	Process	PCF ID	Sub-elements	Metrics
6.1.1	Define customer service requirements across the enterprise	20086	0	N
6.1.2	Define customer service experience	20087	0	N
6.1.3	Define and manage customer service channel strategy	20088	0	N
6.1.4	Define customer service policies and procedures	10382	0	N
6.1.5	Establish target service level for each customer segment	10383	0	Y
6.1.6	Define warranty offering	20089	5	N
6.1.7	Develop recall strategy	20092	0	N

6.1.1 - Define customer service requirements across the enterprise

PCF ID: 20086

Definition: Defining a set of behaviors, skills, and policies needed to provide customer service effectively across the enterprise.

6.1.2 - Define customer service experience

PCF ID: 20087

Definition: Communicating to the customer service resources what is expected when engaging the customer. Relate service level expectations to the workforce. Ensure positive customer experience.

6.1.3 - Define and manage customer service channel strategy

PCF ID: 20088

Definition: Establishing and refining procedures for customer service and technical support.

6.1.4 - Define customer service policies and procedures

PCF ID: 10382

Definition: Outlining the framework of policies and methods for developing customer service strategy. Establish the rules and regulations that serve as a guideline for the customer service strategy. Take into account customer needs and behavior.

6.1.5 - Establish target service level for each customer segment

PCF ID: 10383

Definition: Determining and implementing levels for customer services. Benchmark certain customer service practices, and base customer level services on those benchmarks. Create a service level agreement, which is a negotiated agreement designed to create a common understanding about services, priorities, and responsibilities.

6.1.6 - Define warranty offering

PCF ID: 20089

Definition: Determining the exact terms and conditions under which specific warranties apply to certain goods or services.

ID	Activity	PCF ID	Tasks	Metrics
6.1.6.1	Determine and document warranty policies	16893	0	N
6.1.6.2	Create and manage warranty rules/claim codes for products	16890	0	N
6.1.6.3	Agree on warranty responsibilities with suppliers	20090	0	N
6.1.6.4	Define warranty related offerings for customers	20091	0	N
6.1.6.5	Communicate warranty policies and offerings	12673	0	N

6.1.6.1 - Determine and document warranty policies

Definition: Establishing warranty policies to assure customers that the company will guarantee its warranties that it issues.

6.1.6.2 - Create and manage warranty rules/claim codes for products

Definition: Establishing and maintaining claims processing and routing rules. Establish and maintain claims processing and routing rules for product warranties, coverage lists, repair, fault, trouble codes, repair time setup, and warranty policy registration. This also includes rolling out the codes and rules, and the improvements/updates to these rules and codes via systematic updates.

6.1.6.3 - Agree on warranty responsibilities with suppliers

Definition: Negotiating with manufacturers and dealers the obligations of each party in upholding warranties.

6.1.6.4 - Define warranty related offerings for customers

Definition: Informing customers about warranties that apply to promoted products or services.

6.1.6.5 - Communicate warranty policies and offerings

Definition: Communicating rules and updates via training manuals for new products and training resources.

6.1.7 - Develop recall strategy

PCF ID: 20092

Definition: Establishing procedures to handle recalls of defective products.

Change Summary (v7.2.1 vs v6.1.1)

Changes indicated by:

• +XXXXX - New element added
• -XXXXX - Element removed
• cXXXXX - Element changed
• NEW - Newly introduced

Complete Element List with Definitions

All 13 elements

ID	Name	Definition
6.1	Develop customer care/customer service strategy	Defining a plan that removes customer obstacles by gathering operational insight and competitive ins...
6.1.1	Define customer service requirements acr...	Defining a set of behaviors, skills, and policies needed to provide customer service effectively acr...
6.1.2	Define customer service experience	Communicating to the customer service resources what is expected when engaging the customer. Relate ...
6.1.3	Define and manage customer service chann...	Establishing and refining procedures for customer service and technical support.
6.1.4	Define customer service policies and pro...	Outlining the framework of policies and methods for developing customer service strategy. Establish ...
6.1.5	Establish target service level for each ...	Determining and implementing levels for customer services. Benchmark certain customer service practi...
6.1.6	Define warranty offering	Determining the exact terms and conditions under which specific warranties apply to certain goods or...
6.1.6.1	Determine and document warranty policies	Establishing warranty policies to assure customers that the company will guarantee its warranties th...
6.1.6.2	Create and manage warranty rules/claim c...	Establishing and maintaining claims processing and routing rules. Establish and maintain claims proc...
6.1.6.3	Agree on warranty responsibilities with ...	Negotiating with manufacturers and dealers the obligations of each party in upholding warranties.
6.1.6.4	Define warranty related offerings for cu...	Informing customers about warranties that apply to promoted products or services.
6.1.6.5	Communicate warranty policies and offeri...	Communicating rules and updates via training manuals for new products and training resources.
6.1.7	Develop recall strategy	Establishing procedures to handle recalls of defective products.

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