Jason Thistlethwaite
17 lines
2.9 KiB
Markdown
17 lines
2.9 KiB
Markdown
## Service and Support:
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### Goal:
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The customer may need assistance with the service or have questions about the results. The goal is to ensure they receive accurate, timely answers to questions or concerns they have, or extra work they request that isn’t normally part of the process. To ensure the most accurate answers, we ask customers to email us at [contact@ldrprep.com](mailto:contact@ldrprep.com) which then generates a ticket all staff members can see. The tickets are then assigned to one of the supervisors for the project to mitigate any miscommunications that could occur from having a separate customer service person who doesn’t work on the floor. Tickets of that nature are expected to be responded to by a supervisor within 1-2 business days. If the supervisor cannot answer the question, the ticket is escalated up through management, until it ultimately reaches the CEO if nobody else is able to resolve it.
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Complaints or frequently asked-about issues should be brought to the attention of the Line Lead most closely related to the Points where the problem was caused and the next earliest Point it could be detected so measures can be put in place to prevent, detect, or reduce the need for customers to contact us about the same thing. Likewise, the relevant Line Leads should report that they have been notified about an issue and explain either what they did about it or what resources they need.
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### Known Errors:
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A customer complains about something and the Line Lead doesn’t know about it. This can cause the Line Lead and their team to think they are doing the job correctly when they really aren’t.
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### Mitigation
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The customer tries to contact us in a different way, like WhatsApp or emailing an employee directly, so it does not reach the ticket tracker.
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1. Our website explains that contacting our company should always be done by emailing [contact@ldrprep.com](mailto:contact@ldrprep.com) or calling the official line at 513-449-2899 and warns customers that contacting us a different way could cause delays or other issues.
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2. All employees are required to have a warning about this in their email signature.
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3. A ticket gets marked resolved but the customer wasn’t actually provided a good solution.
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4. Tickets that are closed without any response are reviewed on a regular basis by executive management.
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5. Tickets have a “how did we do” footer in them, and if a customer clicks that we did a bad or neutral job, it triggers an internal review of the ticket.
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6. Tickets are analyzed by a computerized system regularly to detect emails about the same general topic or complaint. When that system detects several complaints about the same general issue in a month, an internal review of the process is triggered whereby the supervisor over the step where the error occurred is asked to conduct an investigation and submit a report explaining either what changes were made to reduce the failure rate or detailing additional resources needed. |