ICT: Contact Center Services problem to your attention, and giving you the Once you have established
Once you have established the right feedback
Part VIII - DOCUMENTATION PROCEDURE
………………………………………………………………………………………
Write a clear, concise log of the incident. Document
every major point of the call.
It is not important to note every single word
uttered, but keep a point-form log of anything that
may assist others who deal with the customer in
the future.
If you see the same issue popping up over and over,
you may recommend a change in policy.
…………………………………………………………………………
Initiate a Follow-up Action to Ensure that
Agreements with Customers are Implemented
A follow-up action is done to see if the
arrangements to fix the complaint have been
carried out as promised.
When everything is in order, send a
customer a token of appreciation for bringing the
opportunity to solve it. mechanism, the process may be used to deliver
It is a good policy for business to have a choice of benefits across the business.
simple, inexpensive gifts. Imagine the surprise and
pleasure the gift will bring. Investing time and
money in customer is an investment that almost
always pays off handsomely.
On the other hand, agent should be
providing feedback on what customers are saying at
least daily. Update the customer regarding the
development of the complaint and what you are
doing about it through phone or the Internet.
……………………………………………………………………………….
Two commonly used sources of feedback are: …………………………………………………………………………
 Post-contact surveys Document Actions and Resolutions Agreed-
 Regular surveys upon with the Customer in Accordance with
Company Procedures
1. Post-contact surveys - conducted
immediately after the interaction of a customer Records are kept for company analysis and
with a representative. They use common improvement.
questions to gather feedback useful for
targeting performance improvement. Here are helpful guides on how documentation
benefits the enterprise, as well as a contact
“Did you get your issue resolved?” center representative to improve customer
satisfaction.
2. Regular surveys – conducted to check levels
of satisfaction of customers and gather Keep a record of all customer comments. At a
feedback from them. These surveys are regular interval, collate and analyze them for
conducted quarterly or even annually and trends and use them as an indicator of the
considered to be useful in feeding the strategic progress you are making towards your principal
planning of the business. objective of achieving a customer satisfaction
level
“How can we improve?”
Develop a discussion group that convenes on a
weekly basis. Have all staff attend at least one
discussion group a month.

Make sure the group leader is skillful and

creative, and keeps the discussion interesting.

Focus only on customer satisfaction issues. At

each meeting, have a customer attend, and ask
him/her to communicate his or her view on
how the business could improve its service.

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TASK: LISTEN AND JOT DOWN!

DIRECTIONS:
Listen on the given audio of a conversation of
an agent and the costumer. Provide all the info
that is needed to pass this activity.
- Prepare a half sheet of paper crosswise

Goodluck!