customer service complaint feedback system

[Tom]

umesh jatav wrote:

> How do you manage customer complaint process,

It depends on what type of complaint. I will reply assuming that the customer believes (rightly or wrongly) that there is some type of problem with his car related to the work that you just did.

First step…

If he is there at your shop, you tell him you will look at it immediately…and you do so.

If he is calling or emailing, you ask him how soon he can come to your shop to look at it.

Basically, surprise him by looking into the situation immediately (often quicker than he was anticipating). This will reduce any tension in most cases. And, the sooner you get to the bottom of the issue, the sooner you and your staff can go back to your other duties.

[umeshjatav]

Hi !

Generally we conduct telephone survey, online feedback, mobile contact

to capture customer satisfaction ratio with outlet service

i would like to discuss about customer complaint tracking and survey

feedback process to get proper root of the problem area’s, redress

process to improve customer satisfaction,

Let me know any suggestive tool’s or Standard procedure, formate to

get proper feedback and complaint management.

Tom Ham wrote:

> umesh jatav wrote:

> > How do you manage customer complaint process,

>

> It depends on what type of complaint. I will reply assuming that the

customer believes (rightly or wrongly) that there is some type of

problem with his car related to the work that you just did.

>

> First step…

>

> If he is there at your shop, you tell him you will look at it

immediately…and you do so.

>

> If he is calling or emailing, you ask him how soon he can come to

your shop to look at it.

>

> Basically, surprise him by looking into the situation immediately

(often quicker than he was anticipating). This will reduce any tension

in most cases. And, the sooner you get to the bottom of the issue, the

sooner you and your staff can go back to your other duties.

[chells]

i personaly feel that every service advisor is a customer care manager.

So if he trained to attend the customer in managerial view point then the problem may not raise.

Chells