Business companies are always very careful about their customers who avail of their services or buy their products. Almost all companies provide maintenance or service facility to their customers if their product shows any issues after it is sold and used by the customer. Whether it is a home appliance, a computer software application, a vehicle, a computer, a cellular mobile phone, or whatever; companies provide customer service for their customers to keep a healthy relationship between the company and the customer. Customers can file an issue or report which the company then responds to and tries to resolve this issue.
As a response to the customers’ request, the company’s hired technician or relevant representative responds and resolves the issue. This can either be done on the telephone, internet or in some cases either the representative has to visit the customer or the product can be sent back to the company by the customer (depending upon the policy of the company). To keep a record of all this process and the company’s representatives’ performance, customer service reports are written by the workers or technicians who resolve the said issues. Customer service reports can be both filled in on a preprinted form or also on the computer software-generated form.
Here is the preview of this Customer Service Report Template created using MS Word.
Customer service report has a few salient features which are must be mentioned if anyone is writing a customer service report. Take a look at the following important points of writing a customer service report.
- At the start, information about the customer should be mentioned to go into the database as a record of service. This section should include any customer identification number for your company; this can be the product serial number. Include the name and address of the customer, the date of the complaint, and other contact details.
- Now come to the most important part of a customer service report i.e. the problem reporting. Mention the problem faced by the customer in detail. This can also be a specific description such as error codes that are generated by software applications and other computer-based products. This section should also include the detail of the representative who dealt with the specific customer. If the product is installed at a different address than the customer’s address, mention it separately in a section of the installation location.
- Afterward, include the product details; this should include product name, model, make year, serial number, warranty or guarantee status, date of purchase, and current condition of the product.
- In the next section, include details for the person responsible for dealing with the problem, this might be your engineer, technician, or anyone else who is managing the service of products. Once the problem is resolved, this person will leave remarks about the service and other comments related to the product’s condition.
- Finally, the customer remarks are to be mentioned in the customer service report. There can be a rating option about the service like from poor to excellent or in digit form from 1 to 5 (1 being poor, 5 being best) to ease out the feedback part for the customer. Take the signatures of the customer along with the date.
You can download this template from here.
