The Feedback Wizard is a series of automated steps that walks you through the process of recording your customers' comments about your service. The Feedback Wizard also contains customer questions that can be used to help determine a customer’s satisfaction level.
All of this data is added to a note stored on the Notes tab of the appropriate customer record(s) and, optionally, to the Personnel File tab of the employees who performed the job.
To use the Feedback Wizard to enter customer feedback on a job or service,
From the customer list or employee list, either select File > Feedback or click Feedback. The Feedback Wizard dialog box appears.
Click Next. The Customer tab of the Feedback Wizard appears.
Type all or part
of the name of the customer offering feedback in the Search field. A list
of customer names matching the search criteria appears.
If you accessed the Feedback Wizard from within the customer’s record,
that customer will automatically be selected. If so, please go to step
five.
Select the customer’s name from the list.
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Click Next. The Schedule tab of the Feedback Wizard appears.
Select the job about which the customer is offering feedback.
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Click Next. The Employee tab of the Feedback Wizard appears.
The Selected
list box will automatically be populated with the employees assigned to
the selected job. To add more employees to the feedback, select the employee
from the Employee(s)
drop-down list and click Add.
The new employee appears in the Selected
list box.
To remove an employee from the feedback, select the employee the Selected list box and click Remove.
If you would like this note to be posted to each employee’s record, select the Post Note to Selected Employee(s)? check box. All employees that are displayed in the Selected list box will have the note and note ranking value attached to their personnel file.
Click Next. The Note tab of the Feedback Wizard appears.
Select the type of feedback from the Call Type drop-down list. The default call types and corresponding Customer Satisfaction Ranking. See the Defining Note Types section.
Adjust the Customer Satisfaction Ranking A numerical ranking indicating how pleased the customer is with the service. Each Employee and Customer note type has an associated default CSR. if necessary.
Enter any textual notes in the Notes field. A date and time stamp for the note will be displayed in this field along with the date and time of the job.
If you do not want to use the Quick Questions portion of the Feedback Wizard, click Finish. Otherwise, click Next. The Questions tab of the Feedback Wizard appears.
Select the Quick Questions check box to use the predefined questions as a form of service evaluation.
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Select the option buttons corresponding to the customer's answers to the questions.
Click Finish. The Feedback Wizard closes. The feedback has been recorded.
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