The Customer Satisfaction Procedure AS9100 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. (6 pages, 1356words)
Customer Service Representatives should contact customers after the sale to determine their satisfaction with the company’s products and/or services. The company should 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 should 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 should report on customer feedback at Management Review meetings.
Customer Service Representatives are responsible for interfacing with the customer after the sale and for monitoring and relating information regarding customer perceptions of the Company and its ability to satisfy their requirements.
The Customer Service Manager is responsible for managing a group of Customer Service Representatives (CSRs), resolving issues that cannot be resolved by CSRs, escalating issues to upper management where necessary, and reporting to Top Management on customer service tasks and issues.
The Senior Onsite Manager is responsible for ensuring that their site’s products and services meet or exceed customer requirements.
Customer perceptions – Customer perceptions represent the feelings and attitudes for the organizations products and services. Monitoring examples can include customer surveys, customer feedback on delivered products and services, customer meetings, market-share analysis, compliments, complaints, dealer reports, warranty claims or provisions, contractual obligations such as maintenance services, and supplementary services such as recycling or final disposal.