 |
 |
 |
 |
 |
|
 |
 |
Part 5 – Other Features and Functions
-
13 -
Customer Satisfaction Tracking
Customers appreciate personal attention. Service companies need to know how their employees are following
procedures, interfacing with customers, and representing the company. Successful companies accomplish both goals
using standardized customer satisfaction procedures. Quantrac Corporation has included a customer satisfaction
scenario as a standard feature in Quantrac 2005. This feature provides a computerized procedure for selecting
customers for after-service evaluation, logging the results of the evaluation, and collating the results in Customer
Satisfaction Reports.
In Quantrac 2005, all archived service calls are candidates for Customer Satisfaction evaluation. From the Menu
Bar, click Functions|Customer Satisfaction. The following form will appear:
Using the combo box at the bottom
of the form, you can present
candidate service calls by
automatic aging. The window at
the top of the screen indicates the
beginning date of your aging
selection. In this example, all
service calls archived more than 10
days ago (December 21, 2000) are
listed.
Notice that none of the customers
listed here have been contacted
(First Column).
Double-click any where on the line
of the customer that you wish to
contact using the Customer
Satisfaction Procedure.
The following form will appear:
This archived service call was selected and displayed
by double-clicking on the line in the form, above.
This is a normal Archived Service Call . It is similar to
other service call forms with the addition of two
buttons. (Edit & Customer Satisfaction)
To access the Customer Satisfaction processing form,
click the button at the bottom of the form.
(Note: All service calls are “locked” when archived to
prevent unauthorized editing of texts. With
authorization, the call can be unlocked by clicking the
Edit button.
|
 |
|