The Customer Service Contact Template covers the customer’s name, purpose of the call, corrective action taken, and more. Upon receipt of a customer contact/complaint (by way of a service call, customer survey, salesperson contact, etc.), the CSR should:
- Properly record complaints on the SL1060-1 CUSTOMER SERVICE CONTACT form, filling in the appropriate information on the customer and situation (e.g., date, customer name, product description, and brief description of the problem or reason for the contact);
- Attempt to resolve the complaint;
- Escalate the complaint, if necessary; and
- Enter the customer contact in a customer service log, indicating the status of the complaint.
Proper investigation and/or corrective action of all complaints/problems should be taken as follows or as appropriate and documented on SL1060-1 CUSTOMER SERVICE CONTACT Form. While customer complaints are in process, the CSR should keep the SL1060-1 CUSTOMER SERVICE CONTACT form in an open file until a final disposition/resolution is reached. This open file may be labeled “Corrective Action in Process” or “Unresolved Contacts. Upon completion/resolution of the complaint/problem, copies of SL1060-1 will be made and distributed to and filed by the names listed under “Distribution.”