Customer Satisfaction Survey - Phone
A structured process for conducting post-sales customer satisfaction surveys via phone.
Workflow Steps
Step 1 - Schedule Follow-up Call
One week after a customer makes a significant purchase or has a service installation, a task is automatically created in the CRM for a customer service agent to call them.
Step 2 - Conduct Phone Survey with Script
The agent follows a structured script to ask the customer about their purchase experience, product satisfaction, and overall perception of the company.
Step 3 - Log Feedback in CRM
The agent logs the customer's feedback, satisfaction rating, and any specific comments directly into the customer's record in the CRM.
Step 4 - Escalate Issues & Identify Opportunities
If the customer raises any significant issues during the call, the agent escalates them to the appropriate department. They also note any potential upsell or cross-sell opportunities for the sales team.
The Purpose of Customer Satisfaction Survey - Phone
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