Hi everyone,
We all have customers who are more challenging to deal with, need ‘extra’ assistance, are habitual offenders, etc. How many of you flag their accounts as a heads-up for your staff, and in the age of ‘I want to see all of the info on my record’, HOW do you flag their account? I know this would be a great use of attributes, but writing ‘customer is a pain’ isn’t the best thing to do!
Cheers, Kathleen
Hi Kathleen,
We use a combination of a constituency code and a CSI on the customer's account. The code we use is: *_*
It looks like a little face and grabs attention. We call it the "C-S-eyes" and lets our team know there is note they might want to read. In the CSI we lead with *_* so the staff member knows this is the CSI with the info about patron that they want read. We try to leave very diplomatic notes such as "XX was given an exception for YY on ZZ and verbally informed that in the future they will no longer get exception." We also leave notes like "If asking for exception, direct them to a manager" or "customer will likely ask for XX and it is OK to comply with their request"
We also flag our amazing customers with the code: :)! to let the team know they are dealing with someone who has made the day of a team member in the past. We don't always follow this one up with a CSI but have some special customers that we do add a CSI to, such as the patron who will respond to our phone greeting by busting out into a classic Broadway tune, or the patron who tells everyone who assists him that they did a great job and should tell their boss that he said they should be employee of the month! These are fun surprises that our front line team deserves!
Let me know if you have any questions!
Best,
Christina
We, too, use a Constituency in combination with CSI's to note those few patrons who have been a particular challenge in the past. When the reps see it, they know to look in the CSI's to get an idea of why the patron has been flagged as such. All of the people with this constituency have been told, though, that they have been identified as a challenge and the CSI's are 100% facts, with no opinion or commentary added so they are available to the patron if they ask to see their record. Love the idea of flagging great patrons, Christina!
We use two types of flags - the first is a constituency/CSI combo that adds an NT to the account so the reps know to look at the notes (CSIs); the second is a red ! in the header, triggered by a specific attribute - we use that one for accounts where the reps should bump the customer directly to a manager.
Just to add to the other great comments. We use the Stop sign and Caution icons in the Quick Sale Header to indicate similar things to what have been already mentioned. Having it in the Quick Sale Header rather than on the Constituent Header has been a huge boon to our staff who rarely go to the constituent records on a busy sales day.