Customer Service Representatives should maintain a Customer Service Log ISO Template, recording pertinent information on all customer contacts after the sale. QP1190-3 CUSTOMER SERVICE LOG should be reviewed and analyzed and results of analyses reported to Top Management on a periodic basis. The Customer Service Log ISO Template covers customer name, product description, problem/reason for contact, and more.
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 report on customer feedback and analysis on an as-needed basis or, at the very least, at the next Management Review meeting. Customer Service Representatives should receive appropriate training in telephone etiquette, negotiating, problem resolution, and other interpersonal skills. Keep in mind it’s important to identify steps (delineate a process) for obtaining information about customer perceptions regarding the company’s products/services meeting stated and unstated requirements.