The Customer Service department should call customers within ten (10) business days of when their equipment has been repaired and returned. The assigned Customer Service Rep (CSR) should use the Customer Service Satisfaction Report Template as a conversational guide and for recording customer comments and observations. Upon completing the call, the CSR should complete the report, copy any interested/affected departments or individuals, and file form SL1090-1 CUSTOMER SERVICE SATISFACTION REPORT in the customer’s file.
Upon the recommendation of the Quality Manager (or annually, at a minimum), the Customer Service Manager and Quality Manager should review form SL1090-1 and determine where – if any – changes are needed. Based on the review, the Customer Service Manager should ensure revisions are made to the report. The revised Customer Service Satisfaction Report needs to be tested and feedback needs to be gathered. The Customer Service Manager should ensure that Customer Service Representatives (CSRs) are trained on the revised form.
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