Managing Customer Service

This process is initiated by customer inquiry. When the customer inquiry is simple it can be handled immediately. But when the query is complex, it is registered in the log and assigned a confirmation number that the customer can use for further reference. These queries are handled by skilled customer service representatives (CSR). Sometimes, they may require further communication with the customers so that the details of their inquiries can be obtained. All service requests are directed to the designated service area.

The automation of this process enables receiving requests, identifying and validating the customers and storing details of customer inquiries. The extent of benefits of automating this process largely depends on the complexity of the query. Communication of routine details like product information and service request status can be handled through self service systems.

Where the automated system is unable to handle customer queries, the CSRs use electronic documents and diagnostic tools to solve the problems. The technologies involved in supporting this process are online documentation, online user manual, online database, FAQs tips and so on. Providing services

Provision of services begin with the receipt of service requests. Service requests could be for repairs, installations, upgradations or deactivation services. For installations and upgradations, the specification are noted down and the required parts are bought from the suppliers. In case of repairs, additional information is requested to understand the repair requirments. Once the requirements for problem solving are obtained, the finance department is intimated so that it can prepare the invoice for the service. The information is stored in the knowledge base for future reference. The activities that are automated in this process ar e:

Analyzing service requests. Routing requests. Notifying customer of planned action. Closing request and updating knowledge base.

Measuring customer satisfaction

Feedback on the services offered by the organization is obtained from the customer through questionnaires and surveys. Identification of customer needs and the measurement of service delivery and product reliability are the activities that are automated in this process.

The electronic collection channels improve the company's ability to collect information service about delivery and product reliability from customers. This exercise can help in measuring customer satisfaction in the following areas:

Field personnel's efficiency in servicing customer requests.
Call centers' ability to service customer requests.
Product reliability. Better servicing of customer requests and enahnced customer satisfaction are the benefits of e enabling customer satisfaction measurement.

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