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When a business decides to introduce a particular product or service to the masses, they want to know just how well it’s doing while it’s available. They need to be able to understand the quality of these products and services to help them see whether customers enjoy them or not.You may also see report samples.
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And that is the reason why customer service representatives need to learn how to create a service report. With the help of a well-made service report, management will be able to make important decisions regarding these products or services to provide customers with a better experience. This article will focus on how you will go about in creating this kind of document. You may also see quality report templates.
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Why Service Reports are Important
The reason as to why management would need these kinds of reports is because it will help them see how customers are getting benefited from whatever they have purchased from the company. Some people have made that mistake thinking that service reports shouldn’t be all that detailed and it should just show whether customers are happy or unhappy with what they’ve bought.
It’s best that you avoid that mistake as even information regarding what problem a customer is encountering or why the customer is going through that problem with the product or service that he/she bought is enough to help you and your business come up with a solution that will ensure that this customer’s problem is fixed, as well as preventing future customers from encountering the same problem. You may also see feedback report templates.
Steps for Creating a Service Report
Remember that the point of creating a service report is to provide information to management regarding your products and services so that they will be able to come up with the important decisions on what the company should do with them.
This is important because such adaptations may result in better customer retention and referrals, and that could possibly lead the company to gain more revenue than ever. So, when you’re in the process of writing down a service report, make sure it’s the best one that’s able to clearly convey important and valuable information to the small business.
So here are the steps that you should make that will allow you to create such a report.
1. Write Down the Customer’s Basic Information
While you’re writing down the report, you need to have at least this to verify as to who the report is going to be based on, as well as information that will help you and your business to contact this person again in the event that future questions need to be asked and answered.
So be sure that you write down the customer’s complete name and contact information. If you think that you need to, then ask the customer for his/her email address and put it in the report. Be sure that all of the customer’s information is correct. Double check with the customer to see if there are any errors as most likely you’ll only get one shot at this. You may also see monthly sales report templates.
2. Provide Important Information about the Transaction
If you’re going to make a service report regarding the product or services that you’ve sold to your customers, then it’s best that you go with one that’s as detailed as possible. Indicate the make, model number, serial number, date of purchase and time of the customer call or visit for product-oriented service reports.
If the service report is only going to deal with just the type of service, then it’s best that you just provide both a service title and description of the service that has been provided instead of all the other information that would usually be placed in the service report. You may also like daily call report templates.
3. Outline the Problems
There’s always going to be that possibility that customers are going to call in and say that they’ve encountered a couple of issues with the products that your business provides. There are even some that are willing to go as far as file a customer complaint in regards to a service they experienced that they aren’t particularly happy about. So, when that happens, what you’re going to have to do is to clearly outline these problems within the service report.
Take note of any specific comments that your customers have about the products or services as the information that you’re able to gain will definitely be beneficial to your company. Once you have all that, you have to specify whether these problems are something that has been reoccurring or prevalent to the point where a lot of customers complain about it, or if it’s an entirely new issue that you’re, the company is going to have to look into.
This will be really useful as knowing these problems ahead of time will help management look into what’s causing these problems, as well as helping them make decisions regarding what corrective measures they should take to solve them.
4. List Down the Remedies
If you’ve encountered these problems as a consumer, then it would only be natural that you would want to have them fixed as soon as possible. So, if you’ve had customers call in with a problem that you handled, then it’s your responsibility to place in the report the methods that you’ve used to help in solving the issue your customer was facing.
Doing so will help the management see if you were following the procedures of the company and if the solution that you have come up with is one that they can accept. So let’s say that your company is one that focuses on selling computer hardware to customers. You then experience a customer having a problem with his/her hard drive.
So in order to fix it, you had to do an internal check and you found the problem. So, while creating the report be sure to say something along the lines of “Ran internal hard drive check to locate the problem”. Even if you fail to fix the problem, you should still place your solution into the report. You may also see weekly activity report templates.
5. List the Cause of the Problem
If ever there’s a problem in your company, then management would want to learn as to how this problem was caused. So, what you’re going to have to do is list down what caused this kind of problem in as much detail as you can. So, if your customer will bring a machine into your business and is wondering what the problem could be, it’s your job to check it out and pinpoint why it’s malfunctioning.
You then see that there’s a defective wire within the machine and you solve the customer’s problem by replacing it. Even if you found a solution to the problem, you have to point out in your report the main cause as this will help management to understand as well as help them prevent these problems from reoccurring in the future.
Also, there’s a possibility that your technician might have problems in solving whatever issue a customer has with the product or service, thus leading to the person not being able to find the solution. So if you had an issue with fixing the problem, then you’re going to have to state that within the report. You may also see report samples.
6. Make Remarks on How to Deal with these Problems
Sometimes management would want to hear what the rest of their staff would want to say in terms of how certain problems should be fixed. Which is the reason why it’s best that those who come up with service reports actually place their own comments or remarks in regards to how certain solutions should be made in order to fix these problems and prevent them from occurring again in the near future?
Who knows? The solutions that you come up with might just be what the company needs to ensure that the products and services won’t have these problems anymore. It’ll make you look good in the eyes of your bosses and it’ll make your customers happier knowing that a solution was found to their problems. You may also see marketing report templates.
Just be sure that the solution you provide is relevant to the problem and you’re specific on as to how this solution should be provided. Because let’s say that a customer had a problem with a certain product because some of the parts fell off. So you can say in the report that it’s best that those in the manufacturing team take a closer look at each product or possibly change their entire quality checking methods to further improve the products your business carries. You may also see report templates.
7. Provide a Rating for Your Customer’s Satisfaction
If you’re part of the management, then even you should want to know just how satisfied your customers are with what they’ve received now, wouldn’t you? So what you’re going to have to do is to place in your report how your customers feel about whatever it is that they have purchased from your business. You can have a rating scale of 1 to 10 as that’s the most basic way of rating customer satisfaction, but it depends entirely on you.
Just make sure that you’re clear on your report as to what these numbers mean as you might just place a 1 on your customer satisfaction sample, yet your manager won’t understand whether that 1 is good or bad. Be sure that you ask your customers how they would rate the product, and then translate that into the report by providing the number as well as a little outline of your rating system to management.
If you would like to learn more about how you should go about in creating a service report or any other similar topic, then all you have to do is go through our site, find the articles that have the information you need, and utilize the information that you’re able to find to help you and your business out. You may also see sales call report templates.
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