Report Writing for Customer Services Managers

A wider range of reports helps the Customer Services Manager to raise customer satisfaction and the department's efficiency.

The customer services manager needs to resolve issues and raise customer loyalty in a cost-effective manner and may also have responsibility to promote sales of spares and service contracts.

The service department may have its own business system. This will usually offer only few reports and little functionality to help sell service contracts or renewals.
So the service manager needs additional reports to find out about service events...

• how many issues are arising?
• what are the most frequent causes?
• which spare parts are needed most often?
• how long does it take to resolve each type of problem?
• which staff members can fix what?
• how many staff members are needed at what time and location?
• how many problems recur?

He also needs to know about customers that have warranties and contracts, for example...

• which customers are entitled to enhanced service, eg 24 hour call-out?
• which warranties and contracts are about to expire?
  

We provide specific reporting solutions for customer service managers.

Beyond regular, passive database reports we can deliver several types of active reports. For example...

• Alerts that draw attention to customers with contracts about to expire
• Merged form letters (mail merges) that offer renewals and prepaid service contracts
• Dashboards for service desk operators that show in one view all the information required to deal with a customer complaint or breakdown
• Lists of customers who once had service contracts that lapsed
• Lists of equipment at customers who've never had service contracts.

We also train service department managers and specialists to write their own reports thus combining their own understanding of the data detail with correct reporting techniques.

If you are interested in more information about the topic covered here please get in touch. You can call +44 (0) 1628 629576 or click here to send an e-mail.