A Post-Sale Satisfaction Report ISO Template should be completed with the customer’s order information before the Customer Service representative, or CSR, places the call. The outline of the script provided on QP1190-1 POST-SALE SATISFACTION REPORT should be followed, for the most part; however, the CSR should be trained to speak confidently and in a conversational style, substituting words or phrases that will put the customer at ease and help the CSR establish rapport.
If the customer expresses dissatisfaction – for any reason – the CSR should, if possible, take the necessary reasonable action to resolve the matter. If the CSR is unable to resolve the issue on his/her own in a timely manner, it should be escalated to the Customer Service Manager. Upon completing the call, the CSR should finish filling out the Post-Sale Satisfaction Report. The CSR should file the original report in the customer file or database. The CSR should submit a copy of QP1190-1 POST-SALE SATISFACTION REPORT to potentially affected/interested parties (e.g., Sales, Engineering, Quality) whenever a customer makes an unusual or informative request or comment.
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