This is part 1 of a 3 part series where we will talk about Infor CRM strategies that empower your Customer Service Team to both manage and improve core elements of your customer relationship.
In this post we will discuss strategies to manage customer complaints by empowering customer service representatives with the right technology tools, along with standard processes.
Managing Customer Complaints
This Payroll Services Company offers educational training classes to their clients on how to use their payroll Software, and uses Infor Crm to track and identify if their client associates have been trained and for managing customer complaints.
When customers contact the company with user questions about their software, the CSR is able to verify if the customer has been trained on the software or not and if there is a need to redirect them to the proper educational classes. If the CSR determines that the customer does not need training, the CSR documents the specific question or problem they’re having with the software and provides the proper resolution.