Customer Relationship Management
In order to improve service quality, we lead the industry in July 2014 into a formal CRM (customer relationship management) system, primarily to upgrade customer service quality, desirable to provide more complete and satisfactory service to all customers.
Through introducing CRM system, company's overall team to serve every customer, CRM's advantage is our customer need any reaction, can be retained for future reference, tracking and review.
Every customer complaint issues reaction to SOJ Customer Service Officer, immediately synchronization completes CRM system. Then the problem of classification customer complaints, immediately send someone to contact you, for your deal with related issues immediately over the phone or visiting way.
After each deal with personnel in problem, will progress updates to the system, and in the weekly review, track, through inter-departmental meeting to review and improve until a complete solution for customers. And Company will be call customer to complaint satisfaction telephone inquiries after processing the issue again, confirm that the client response to the problem has been properly processed and completed, customer complaints will issue closed, and updates to the CRM system, as a basis for future review and improve.