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