8.7.1. Manage Customer Service Workforce
- Definition: Plan the workforce needed for customer service. Forecast the amount of work for this function
- Example: Customer service workforce of 1 company can contain of 10 people, in which 3 is accounted for account manager, 3 for online chat and hotline service, 2 at POS and 2 at partner's venue
- Synonym: Customer service workforce
8.7.2. Manage Customer Requests, Problems, Inquiries
- Definition: Handling the requests and inquiries from customers that seek information regarding the organization's products/services
- Example: There are shops on Amazon.com and when a customer leaves a questions about the products, the hsop will answer them
- Synonym: customer inquiries, customer problems, customer requests
- Cloud service: Zipporah_Advance__Pest_Control_Bookings
8.7.3. Manage Customer Complaints
- Definition:Handle customer complaints according to the planned resouces
- Example: Obtaining customer complaints online or by phone. Direct these complaints to higher-level representatives as appropriate. Resolve them. Respond to customers.
- Synonym: customer complaints
- Cloud service: none
8.7.4. Process Return
- Definition: Acquire returns and process next step for customers
- Example: The returned products are acquired, problems are checked and if the problems caome from the producer/ seller, the product is received and a new product is delivered to customers.
- Synonym: return of products