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:
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.”
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