The Post-Sale Satisfaction Report Template should be used while calling new customers five to ten business days after their order has been shipped. The CSR should fill in the SL1070-1 POST-SALE SATISFACTION REPORT with as much information on the customer and the order as possible before the call is placed. Upon completion of the call, the representative should complete the SL1070-1 POST-SALE SATISFACTION REPORT, forward a copy of the report to interested parties (e.g., if the CSR encounters any unusual or informative item, request, or comment by the customer, Sales, Engineering, Quality Control, etc., should be informed). The original report should be added to 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 SL1070-1 and determine where – if any – changes are needed. Based on the review, the Customer Service Manager should ensure revisions are made to form SL1070-1. The Customer Service Manager should ensure that the revised SL1070-1 POST-SALE SATISFACTION REPORT is tested, gathering feedback during the testing process. The Customer Service and Quality Manager should review the results of testing and adopt the necessary changes. The Customer Service Manager should ensure that Customer Service Representatives (CSRs) are trained on the revised form. As the new SL1070-1 forms are distributed, the Customer Service Manager should ensure that all previous versions of the form are retrieved and disposed of, in accordance with the Company’s Forms Retention and Disposal procedures.
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