B
biboy2012
I am looking for assistance in writing a conditional if statement in a narrative procedure. Please check my draft of a customer complaint procedure below. I'm having trouble making the flow logical. The directives didn’t point to the right place. For example, the CSR identifies severity level of customer complaint. He/she is allowed to select 3 conditions:
High priority
Medium priority
Low priority
I am not sure if my explanation is clear but you can undersand it from the attached file, a portion of a flowchart.
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These tasks are performed whenever a Customer Service Representative recieves customer complaint.
Customer Service Representative
1. Receive customer compalint.
2. Log complaint on the system and indicate all the applicable information with corresponding Ticket Number.
3. Try to solve the issue on his/her own.
If CSR able to solve the complaint, goto task #4. Otherwise, goto task #6.
4. Inform the customer that his/her complaint was resolved through call or email or snail mail.
5. Close the issue by updating the system indicating the remark “Resolved”, actual date of resolution and the department who made the resolution.
End of activity.
6. Identify customer complaint type.
If High Priority?, goto task #7. Otherwise, goto task #______.
7. Tags compliant as “Urgent” and escalate the issue to concerned department (within XX hours)
8. Informs the customer that complaint/s is/are now resolved.
9. Monitor the progress of the complaint.
If complaint resolved?, goto task #10. Otherwise, goto task #_____.
10. Inform customer that his/her complaint is resolved already through call or email or snail mail.
11. Close the issue by updating the system indicating the remark as "Resolved", actual date of resolution and department who made the resolution.
End of activity.
If Medium Priority?, goto task #12. Otherwise, goto task #______.
12. Tag complaint as "Important" and escalate the issue to concerned department (within XX hrs).
13. Inform the customer that complaint/s is/are resolved already.
14. Monitor the progress of complaint.
If complaint resolved?, goto task #15. Otherwise, goto task #_____.
15. Inform customer that his/her complaint was resolved already.
16. Close the issue by updating the system indicating the remarks as "Resolved", actual date of resolution and the department who made the resolution.
End of activity.
If Low Priority?, goto task #17. Otherwise, goto task #______.
17. Tag complaint as "Monitor" and escalate the issue to concerned department.
18. Ask feedback to the concerned department about the escalated complaint.
19. Inform the customer that complain/s is/are resolved already.
20. Monitor the progress of the complaint.
If complaint resolved?, goto task #21. Otherwise, goto task #_____.
21. Inform customer that his/her complaint was resolved already thru call or email or snail mail.
22. Close the issue by updating the system indicating remarks as "Resolved", actual date of resolution and the department who made the resolution.
End of activity.
Any help would be greatly appreciated.
High priority
Medium priority
Low priority
I am not sure if my explanation is clear but you can undersand it from the attached file, a portion of a flowchart.
---
These tasks are performed whenever a Customer Service Representative recieves customer complaint.
Customer Service Representative
1. Receive customer compalint.
2. Log complaint on the system and indicate all the applicable information with corresponding Ticket Number.
3. Try to solve the issue on his/her own.
If CSR able to solve the complaint, goto task #4. Otherwise, goto task #6.
4. Inform the customer that his/her complaint was resolved through call or email or snail mail.
5. Close the issue by updating the system indicating the remark “Resolved”, actual date of resolution and the department who made the resolution.
End of activity.
6. Identify customer complaint type.
If High Priority?, goto task #7. Otherwise, goto task #______.
7. Tags compliant as “Urgent” and escalate the issue to concerned department (within XX hours)
8. Informs the customer that complaint/s is/are now resolved.
9. Monitor the progress of the complaint.
If complaint resolved?, goto task #10. Otherwise, goto task #_____.
10. Inform customer that his/her complaint is resolved already through call or email or snail mail.
11. Close the issue by updating the system indicating the remark as "Resolved", actual date of resolution and department who made the resolution.
End of activity.
If Medium Priority?, goto task #12. Otherwise, goto task #______.
12. Tag complaint as "Important" and escalate the issue to concerned department (within XX hrs).
13. Inform the customer that complaint/s is/are resolved already.
14. Monitor the progress of complaint.
If complaint resolved?, goto task #15. Otherwise, goto task #_____.
15. Inform customer that his/her complaint was resolved already.
16. Close the issue by updating the system indicating the remarks as "Resolved", actual date of resolution and the department who made the resolution.
End of activity.
If Low Priority?, goto task #17. Otherwise, goto task #______.
17. Tag complaint as "Monitor" and escalate the issue to concerned department.
18. Ask feedback to the concerned department about the escalated complaint.
19. Inform the customer that complain/s is/are resolved already.
20. Monitor the progress of the complaint.
If complaint resolved?, goto task #21. Otherwise, goto task #_____.
21. Inform customer that his/her complaint was resolved already thru call or email or snail mail.
22. Close the issue by updating the system indicating remarks as "Resolved", actual date of resolution and the department who made the resolution.
End of activity.
Any help would be greatly appreciated.
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