RESOLUTION
A customer resolution process is a formal procedure to log, investigate, and resolve any customer dissatisfaction or problems. The purpose of such process is to turn around a dissatisfied customer into a satisfied one. In a few words «to solve the problem».
To provide excellent services and products customer complaints need to be thoroughly assessed and addressed. Although most people do not like complaints, from an organisational perspective this information provides important information regarding customers’ requirements, opinions, and viewpoints.
After you’ve asked all key probing questions, It will be your goal to find a solution for your customer. There could be several things that a caller might need help with. Here are a few:
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