The Customer Satisfaction Procedure identifies the steps for obtaining information regarding aerospace customers’ perception as to whether the company’s products and services are meeting their stated (and unstated) requirements. The procedure applies to Customer Service. (10 pages, 1235 words)
Customer Service Representatives are responsible for interfacing with the customer after the sale and for monitoring and relating information pertaining to how customers perceive the Company’s ability to satisfy their requirements.
The Senior Onsite Manager is responsible for ensuring that the site’s products and/or services meet or exceeds customer requirements.
What does customer service entail in general? Customer Service Representatives should contact customers after the sale to determine their satisfaction with the Company’s products and/or services. Also, the Company shall use information gathered by Customer Service Representatives to make improvements in its products, services, internal operations, and other aspects of the business. Customer Service Representatives shall periodically review and summarize customer feedback, to help the Company determine if it is making progress with regard to user satisfaction levels and to identify trends. Customer Service Representatives shall report on customer feedback at Management Review meetings. Customer Service Representatives should maintain a Customer Service Log, recording pertinent information on all customer contacts after the sale. This log shall be reviewed and analyzed and results of analyses reported to Top Management on a periodic basis. On a monthly basis, Customer Service Representatives should print a sales order report, listing sales orders completed between 90 and 120 days ago.
- Customer Satisfaction-General
- Post-Sale Follow-Up
- Customer Satisfaction Survey
Aerospace Forms Included in Customer Satisfaction Procedure
- Post-Sale Satisfaction Report Form
- Customer Satisfaction Survey Form
- Customer Service Log Form