umeshjatav
Forum Replies Created
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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.