Introduction – This guide outlines how to obtain feedback from customers whose complaints have been resolved.
Step-1 : Users must choose between EAPRO Complaints and Franchise Complaints.
Step-2 : Users are presented with three options – “First Time Complaint” and “Not Answered” and “Not Satisfied”. They need to choose one of these options.
Step-3 :To retrieve the data table containing closed complaints, you must first select a date range by specifying the date from and date to. Once you have done this, click the search button and the table will display all the closed complaints falling within the selected date range.
Step-4 :To retrieve a table of closed complaints for a specific state, select the state from the provided list, specify the date range from and to, and click search.
Step-5 : To leave feedback, click on the “Take Feedback” link next to the specific complaint. This will take you to a new page with customer and complaint details.
Step-6 :Users now have to select from customer response whether they were able to connect with the customer or not, or if the customer is not interested in giving feedback or wants to get back to it later.
Step-7 : The user needs to choose between “Customer” and “Dealer” when selecting the source of the complaint.
Step-8 : The user feeds the feedback in the product feedback from a customer about the product.
Step-9 : “When a customer provides feedback on a service, they give a rating for the service provided by the engineer.”
Step-10 : In the payment method, if the engineer has taken the money, the user should select “yes”, and if the engineer hasn’t taken the money, the user should select “no”.
Step-11 : In the “Part Replaced” column, select “Yes” if any part has been replaced, otherwise select “No”.
Step-12 : In the Engineer Received Faulty Part column, select “Yes” if the engineer received the faulty part, otherwise select “No”.
Step-13 : In the Engineer Visited Address Column, select “customer” if the engineer visited the customer, otherwise select “dealer”.
Step-14 : In the Engineer Behaviour column, the user can feed the feedback as “Good” if the engineer behaves well with the customer during the visit, otherwise “Bad”.
Step-15 : In the Remark column, users can enter their remarks. After submitting their complaint and clicking the “submit feedback” button, the feedback form will be submitted.
Step-16 : If the customer denies submitting a complaint, they can close it by clicking “fake complaint” and pressing “submit feedback” button.
Step-17 : If the user is unable to connect with the customer or if the customer is unavailable to provide feedback, they may select “Pending Complaint” and submit their feedback at a later time.
Step-18 : If a customer issues a legal threat during feedback, they can select the legal threat option along with the complaint pending option, and then submit the feedback by clicking the “submit feedback” button can also upload the conversation.
