Checklist – Customer Engagement
HOW TO GET THE BEST OUT OF THIS CHECKLIST
This is a checklist of the things that should be taken into account when engaging with your customers or clients. It allows businesses to assess how well they are meeting a number of key requirements, grouped together under broad subject headings.
Each requirement is presented as a statement (with its legal necessity shown in brackets afterwards). For each requirement, simply click on the left-hand tab that most accurately reflects your current position.
On a laptop or desktop computer, leaving your answers open will allow you to print and save your results at the end of the checklist. This facility is not available on mobile devices.
SECTION 1: Governance – Organisation
1.1: The person within your organisation who is responsible for customer engagement has been identified and understands their role (good practice).
1.2: The people at the top of your organisation foster and encourage a positive environment that promotes excellent customer service and proactive engagement with the aspects of the law that govern your engagement with clients (good practice).
1.3: Your organisation is registered and licenced with the appropriate regulatory and professional bodies (statutory requirement if applicable).
SECTION 2: Governance – Policy Framework
2.1: Your organisation has in place the controls, systems and processes it needs to meet its legal duties and the standards set by sector regulators when selling (statutory requirement if applicable).
2.2: Terms and conditions for non-business clients are up to date, fit for purpose and contain clauses to cover all contractual risks (good practice).
2.3: Your terms and conditions for commercial clients up to date, fit for purpose, contain clauses to cover all contractual risks and are accompanied by statements of works or similar when necessary (good practice).
2.4: You have the necessary policies in place to demonstrate probity and competence when bidding for public sector and large private sector contracts (good practice, statutory requirement if applicable).
2.5: Your use of consumer credit meets the necessary legal requirements (statutory requirement if applicable).
2.6: Your terms and conditions for the hire of goods meet the necessary legal requirements (statutory requirement if applicable).
2.7: Your use of payment card systems conforms to data protection standards (good practice).
2.8: Your quotes and invoices contain all the required information (good practice, statutory requirement if applicable).
2.9: Your organisation has in place a policy and procedures to effectively obtain and manage feedback, including complaints, from customers (good practice, statutory requirement if applicable).
2.10: Your organisation has in place policies and procedures to manage your customers’ personal data (statutory requirement).
SECTION 3: Operations
3.1: Your goods are clearly labelled and uniform, regardless of the payment method used, and show all food food and product safety information (statutory requirement if applicable).
3.2: Your use of offers or discounts meets legal requirements (statutory requirement if applicable).
3.3: When providing price comparisons you meet the legal requirements (statutory requirement).
3.4: All your staff have received appropriate training on customer service and on the legal requirements governing sales in your sector (good practice, statutory requirement if applicable).
Thank you for completing our checklist. We hope that you found it beneficial.
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