Set-up the Right Reports to Identify Your Customer Service Issues

While a small business owner can quickly become exhausted by trying to handle every single complaint or problem personally, it is crucial to get an overview of the types of issues your business is having and how they’re being resolved.

Your best friend in staying on top of customer service is a customer relationship management system that can log complaints and generate reports for you so that you know where every customer service issue is and how your employees are handling it.

Determine which reports you will monitor regularly.  One way to keep tabs on customer service is by reviewing customer service reports on a daily, weekly, or monthly basis. The best way to generate these reports is through a Customer Relationship Management (CRM) system, a crucial tool for every small business owner. Here’s what every small business owner should know about their customer service:

  1. Complaints Report

Get a daily complaints report. Employees should log complaints into the CRM system, so they get included in this report. You should review this report to find out which customer complained, what it was about, how big the customer is, and what is being done about the complaint.

  1. Glitch Report

You also should get weekly service reports, which aren’t necessarily complaints but are issues customers need resolved with the product or service. A weekly service report should show every open service ticket, what was last done to resolve it, and what is the next scheduled action.

  1. Time-to-Close Report

Another report to review regularly is a time-to-close report, which shows how long it’s taking to resolve customer problems. Set a goal and check to see if you’re meeting it. For example, you might say, “I want to make sure any ticket that gets opened is closed within 24 hours.”

Customer relationship management systems can send alerts by email, text messages, popups, or calendar task items. This can prevent or minimize issues by allowing you to jump in and make sure a problem gets fixed early.  For example, you could set up your workflow so that if a “gold level” customer calls in with a problem and their ticket is not resolved within two hours, the issue gets elevated to high priority. And, if it’s not resolved in another two hours, the issue goes to a senior manager or to you.


SOURCE:  The Hartford SmallBiz Ahead

Allie Johnson

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