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, 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!