In Reply to Parent Post by kg209
My suggestion would be to let the customer know they are important through your awesome customer service and to keep the prioritization internal to your organization. I can't imagine telling a customer that their complaint is low priority (even if your organization may think so)
Thanks for your response, kg209. I totally agree with you.
I have attcehd the Severity Level and Turn-Around Time Determination Worksheet I designed. Before jumping towards the customer complaint categorization results I would like to highlight some indicators I included.
1- Likelihood (0-5 Incidents/mo, 6-10 Incidents/mo, and 11-Above Incidents/mo)
2- Temperament (enthusiastic, calm, irate)
3- Frequency of Call (first, second., third)
4- Project Class (low (1 million to < 5 million) , medium (5 million to <10 million), high (10 million and above)
Now comes to the outcome:
First, I worked out the sum of all the 4 indicators and divide by four, then converted the numerical value to non-numerical.
The above stated point of views is solely based on personal considerations. I am not the expert in customer service. I would appreciate any comments/suggestions on this idea. Did I miss something or vaguely possible to do? Could someone give me some pointers as far as you could see?
Many thanks in advance.