Customer Services work flow

1. There must be a specific person who should pick up customers calls and right away create a
ticket on JIRA for that customer and then transfer call to specific department. Before transferring
the call the person should inform the engineer of the problem so that he can have a better idea
of the situation. If the problem is not critical he should inform the client that we will take care of
it and will update you accordingly.
a. Create ticket while you are on the phone with customer and get following information.
i. Name of the person who is calling.
ii. Company Name of the person who is calling.
iii. Call back number of the person who is calling.
iv. Details of the question\task\issue.
v. Is this happening on one phone\computer or for everyone in your office? If this is for
specific phone\computer get the details of the phone\computer and direct contact
for that work station.
vi. Did you make any changes before, when this started happening?
2. Every department should promptly answer customer and resolve their tickets as soon as the
problem is fixed.

3. At the end of day we will analyze the volume of work and will utilize our resources accordingly to
make our customer support better and more than what our customers expect to be served.