Today's workflow sample allows customer service to return a prompt initial response, then follow it up later with a more detailed and accurate response. The two responses can be handled by separate members or by the same member.
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- How to Manage Complaints with Cloud Computing
- Is Complaint Management Perfect for Training New Employees?
Tasks: 1. Confirm Complaint/Initial Response/Send On, 2. Second Response, 3. Approve/Revise/Return, 4. Handle Return, 5. Respond by Phone
[Complaint Management <Short-Cut>: "1. Confirm Complaint/Initial Response/Send On" screen]
If some of the complaints can be handled with the first simple response, or with the final telephone response, the below workflow may come in handy.
Tasks: 1. Confirm Complaint/Initial Response/Send On, 2. Second Response, 3. Approve/Revise/Return, 4. Handle Return, 5. Respond by Phone
