- Service &
- Appointment Scheduling: Proactively contact customers to remind them of periodic maintenance, scheduled services, or upcoming warranty expirations. Book and optimize service workshop slots. [1, 2, 3]
- Grievance &
- Escalation Handling: Act as the primary point of contact for customer complaints regarding product performance, service delays, or billing. Troubleshoot baseline queries and escalate technical issues to the service manager or technicians. [1, 2, 3, 4]
- Feedback &
- CSI Management: Conduct Post-Service Feedback (PSF) calls to monitor Customer Satisfaction Index (CSI) scores. Analyze negative feedback and collaborate with internal departments to address root causes. [1, 2]
- Documentation &
- Loan/Finance Assistance: (Especially for Real Estate &
- Automotive) Assist customers with post-sale paperwork, registration documents, tracking delivery milestones,
or coordinating with banking partners for loan disbursement approvals. [1]
- Revenue Generation (Value-Added Services): Inform customers about extended warranties, annual maintenance contracts (AMCs), service campaigns, or accessory upgrades without using high-pressure sales tactics. [1, 2]
- CRM Maintenance: Ensure meticulous data entry by tracking all customer touchpoints, ticket statuses, and service updates in the companys CRM platform (e.g., Salesforce, Zendesk, or custom ERPs). [1, 2]
Key Performance Indicators (KPIs)
1. Customer Satisfaction Index (CSI) / Net Promoter Score (NPS)
2. Service Retention &
- Turn-In Rate (Percentage of old customers returning for service)