Task: Manage & Respond to Customer Complaints

Purpose

Provide excellent customer service to all.

Relationships

Steps

Receive and address Customer’s complaint

Each customer complaint will need to be logged and addressed. The following items will need to be performed for each complaint.

  1. Log an informational CRM Case in the CRM System.
  2. Contact the customer by phone, leaving a message if necessary for a return call.
  3. Address any customer issues or concerns, elevating to a supervisor or manager if needed.
  4. Log notes in the case.
  5. Close the case with the resolution.

Key Considerations

Excellent written communication skills required.