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  • Tom Ham

    Member
    July 24, 2011 at 10:03 pm

    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

    Member
    July 25, 2011 at 8:44 am

    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

    Member
    November 19, 2012 at 1:19 pm

    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