Trustpilot: Difference between revisions
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1. Sending Trustpilot <br/> | '''1. Sending Trustpilot''' <br/> | ||
Completing the Sales cycle is the start of the next Sales cycle. <br/> | Completing the Sales cycle is the start of the next Sales cycle. <br/> | ||
In order to verify customer satisfaction every customer shall be contacted within 48 hours after they have received their order.<br/> | In order to verify customer satisfaction every customer shall be contacted within 48 hours after they have received their order.<br/><br/> | ||
'''100% satisfied customer'''<br/> | |||
Once customer confirmed that they are 100% satisfied, you are encouraged to send them the Trustpilot link via My Sales Admin/ Manage My feedback and confirm via email memo that the link has been sent to them. <br/> | Once customer confirmed that they are 100% satisfied, you are encouraged to send them the Trustpilot link via My Sales Admin/ Manage My feedback and confirm via email memo that the link has been sent to them. <br/> | ||
Please note that only fully satisfied customers shall receive the link. <br/> | |||
Once a review was posted the customer will not be able to receive the link again. <br/> <br/> | |||
'''Not 100% satisfied customer'''<br/> | |||
Customers that are not 100% satisfied with the product and/or service received shall be contacted immediately to try everything in Flashbay's ability to resolve any issue to their complete satisfaction. <br/> | |||
An Aftersales case shall be raised immediately whenever a customer raises any concern on any aspect of the product, the customisation, their pre-sales experience or overall service from Flashbay. <br/> <br/> | |||
'''2. Responding to 4 and 5 stars TP reviews''' <br/> | |||
Every 4 and 5 star review needs to be answered within a week. <br/> | |||
To enhance customer experience sign off your answer with your name instead of Flashbay team or any other generic phrase. <br/> <br/> | |||
3. Poor TP review procedures 1 to 3 stars:<br/> | '''3. Poor TP review procedures 1 to 3 stars:'''<br/> | ||
When you receive a Trustpilot feedback that is 3 stars or less the below procedure applies: <br/> | When you receive a Trustpilot feedback that is 3 stars or less the below procedure applies: <br/> | ||
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2. Customer gets reassigned to a Senior Sales manager or Group Leader (this step is regardless of how the review came along). <br/> | 2. Customer gets reassigned to a Senior Sales manager or Group Leader (this step is regardless of how the review came along). <br/> | ||
'''4. Reviews for unverified orders'''<br/> | |||
Occasionally you will come across low star rated reviews where the source is Organic and the order is not verified. These reviews are left in most cases by competitors that try to ruin our reputation. <br/> | |||
In such cases please contact Aftersales immediately so they can arrange the review to be removed. <br/> | |||
Latest revision as of 09:17, 8 November 2017
1. Sending Trustpilot
Completing the Sales cycle is the start of the next Sales cycle.
In order to verify customer satisfaction every customer shall be contacted within 48 hours after they have received their order.
100% satisfied customer
Once customer confirmed that they are 100% satisfied, you are encouraged to send them the Trustpilot link via My Sales Admin/ Manage My feedback and confirm via email memo that the link has been sent to them.
Please note that only fully satisfied customers shall receive the link.
Once a review was posted the customer will not be able to receive the link again.
Not 100% satisfied customer
Customers that are not 100% satisfied with the product and/or service received shall be contacted immediately to try everything in Flashbay's ability to resolve any issue to their complete satisfaction.
An Aftersales case shall be raised immediately whenever a customer raises any concern on any aspect of the product, the customisation, their pre-sales experience or overall service from Flashbay.
2. Responding to 4 and 5 stars TP reviews
Every 4 and 5 star review needs to be answered within a week.
To enhance customer experience sign off your answer with your name instead of Flashbay team or any other generic phrase.
3. Poor TP review procedures 1 to 3 stars:
When you receive a Trustpilot feedback that is 3 stars or less the below procedure applies:
1. The Line Manager and Sales Director meet to investigate the feedback and discuss resolution steps (depending on the feedback content).
2. Customer gets reassigned to a Senior Sales manager or Group Leader (this step is regardless of how the review came along).
4. Reviews for unverified orders
Occasionally you will come across low star rated reviews where the source is Organic and the order is not verified. These reviews are left in most cases by competitors that try to ruin our reputation.
In such cases please contact Aftersales immediately so they can arrange the review to be removed.
