A Post Sale Satisfaction Report AS Template should be completed with the customer’s order information before the Customer Service representative, or CSR, places the call. The CSR should introduce her/himself as a company representative and state the purpose of the call (e.g., following up shipment of the company’s goods, ensuring that they were received promptly and in satisfactory condition). The outline of the script provided on AS1190-1 POST-SALE SATISFACTION REPORT should be followed, for the most part. However, the CSR should feel free to speak in a conversational style, substituting words or phrases, as necessary, to put the customer at ease and establish rapport.
The length and format of the call should be determined by the customer’s needs and/or desires, which the CSR should respond accordingly. The CSR should get the name of the department that will be using the company’s product, as well as a contact name. If the customer expresses dissatisfaction – for any reason – the CSR should, if possible, take the necessary action to resolve the matter. Upon completing the call, the CSR should finish filling out the Aerospace Post Sale Satisfaction Report. The CSR should file the original AS1190-1 report in the customer file or database. If the CSR encounters any unusual or informative item, request, or comment from the customer, he/she should copy the AS1190-1 to any affected or interested party (e.g., Sales, Engineering, Quality Assurance).
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