Customer Service Desk System – Business Processes

Reporting of an Issue

Usually, issues are reported through e-mail, phone or physical letter. On receipt, details of the client can be recorded using any of the following methods;

Email

Issues sent through e-mail including attachments if any. The system automatically assigns a unique number to the ticket and sends an auto reply message with a unique number. This can be used to track the ticket all the way to resolution.

Phone and Letter Complaint

These types of issues are usually reported by delivery of a physical document, which can then be recorded in the system, and a unique number automatically generated by the system. Also, complaints can be received by phone, which is then recorded, and a unique ticket number generated by the system. Documents can be scanned and attached to the ticket as evidence.

Categorization

On receipt, the system can automatically filter the issues into the various classifications like type, service or any other logical format of categorization. Also, for efficient categorization, a user can sort the tickets further in preparation for the ticket-handling stage.

Evaluation and Resolution

A preliminary evaluation can be made by the first recipient who determines the nature of the ticket, whether it is genuine or not. He also classifies whether it is service, product or quality related. If for instance the complaint is related to the quality attributes of a certain product, it is forwarded to the head of Quality Assurance for further investigation. All the other issues are handled by the respective agents and closed at his end with appropriate response and remedy communicated to the complainant.

Forwarding of Complaint to Quality Assurance

Quality Assurance reviews the complaint and decides the appropriate course of action to be taken. This includes review of complaint sample to establish genuineness, categorization of issues as critical, major and minor. The next step is investigation with a view to resolution.

Investigation

The Quality Assurance team evaluates the issue sample to establish the root cause of the complaint. The control samples of the complaint batch are also verified as well as all the analytical data related to the product. If required, Research and Development (R&D) team is also included in the investigation process. At the end of investigation, assignable cause is identified.

Preparation of response

A detailed response is prepared with proper justification. If the reason for complaint is found out to be improper storage condition or mishandling of the product, the same is indicated in the response with proper scientific rationale. The response thus prepared is forwarded to the complaints department.

Intimation to the complainant with response and appropriate remedy

The properly formulated response is sent to the complainant with appropriate remedy, if applicable. The appropriate remedy could be an apology, replacement of defective product, refund, compensation or in the form of suggestions such as “Do’s” and “Don’ts” with the product, to avoid repeat problem at the customer end. In case of serious quality issues, apart from the complainant, the regulatory authorities are also intimated about the problem.

Closure of the Complaint

Once the reply is sent to the complainant with appropriate response and remedy wherever applicable, the complaint is closed on receipt of acknowledgement from the complainant. If there is no response from the complainant for a predetermined period of time, it is presumed that the complainant is satisfied with the response and complaint is closed. The complaints could be captured and incorporated in the annual product review

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