| STEP |
WHO |
WHEN |
INFO TO USE |
WHAT TO DO |
RESULTS |
| 1 |
Receptionist |
Upon receiving
telephone call, e-mail or fax request from customer
for order status or other info |
Customer's
self-identification |
Route the call,
e-mail or fax to: Person customer requests (if any)
Customer Service Rep., Customer Service Manager,
Sales Operations Manager, VP-Sales,
President. |
Request
for information routed |
| 2 |
Person
receiving request |
Upon
receiving request from customer for order status or
other info |
Sales
Order and/or Job Order if necessary, call to
Production Control Manager, Engineer assigned to
customer, Q. A. Manager, Materials Manager or
Machining Department Manager; telephone call to
subcontractors or suppliers,
etc. |
Provide
the customer with full, accurate information. If
there is any question regarding the accuracy of the
info provided, state what the questions are and
when and how they will be resolved; copy
appropriate parties of information exchanged; make
reminder notes for yourself and/or route a note to
a third person with the details of any callback you
have committed him/her to. |
Informed
customer; notes to remind anyone internally if
callback promised |
| 3 |
Person
promised call customer back |
As have
information needed (or if info
unavailable) |
Callback
note; other info as needed |
Return call and
inform customer. |
Informed
customer; callback note scrapped; notify
appropriate parties via email (Customer Service
Rep., Sales Operations Manager, QA Manager,
Accounting Manager) with copy of info so that
follow-up action information is
recorded |
