|Customer Service Management|
Customer Service Management
Your organisation’s customer service department picks up the pieces when things go wrong for the customer. Perhaps a product or service is not delivered on time, perhaps it does not provide what is required, or perhaps some other general problem arises. But are your customer service team isolated from the sales desk and field sales people? Are your sales people aware of problems before they make their calls?
You want a means for your organisation to track all customer problems that arise, to make sure they are dealt with and not forgotten. You want to give your colleagues the means to escalate problems if they cannot solve them; and once solved, you want them to record the solution for future use. And you want your organisation’s sales force to be aware of customer service issues in their dealings with customers. Ultimately you want your organisation’s customers to become more loyal, not less, because of the service they receive if problems arise.
You want your CRM system to provide customer service management functions.