Client question and conflict management

Client questions and conflicts are two matters that Client department of your company faces everyday. When a client sends a complaint or suggestion to the department, the main goal of client support employees is to give the most comprehensive answer, provide the client with sufficient support services, and avoid any conflict situations. If however a conflict is appeared, employees of Client department should do their best to resolve and settle it.

Managing Client Conflicts
When products or services do not perform as expected, customers contact Client department of your company to raise a claim or send a request for advice. Client relations maintained by Client department should result in a solution that is favorable for both your company and customers. Solutions to resolve and settle client conflicts include the following examples:

• Discounts and special offers.
• Substitute and equivalent products/services.
• Complimentary products or services.
• Warranty repair and warranty replacement in accordance with warranty agreements.

Managing Client Questions
Management of client relations concerns answering questions from existing clients and potential customers. It is an important duty of your Client department to serve as a repository for information and reference. Usually existing clients and potential customers request the following types of information:

• Information about current and future products and services.
• Historical facts about your company and its business profile.
• Documentation concerning contracts, specifications, product/service descriptions etc.
• Employee directory information.

In order to succeed in managing client questions, satisfying claims and providing great customer support services, your Client department can use VIP Task Manager . The software allows creating tasks and to-do lists and associating them with claims and requests received from clients. Tasks can be referred to specific workflows, so you get a mechanism for building and managing task workflows. For instance, you can create two kinds of task workflows, including Client Claim Workflow and Client Question Workflow, to focus employees of the department on managing client relations, client questions and client claims in the most efficient way. VIP Task Manager allows the head of Client department to track current statuses of claims and requests and to control performance of employees.

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• Client Department Functions and Workflow
• Company Representation
• >> Client question and conflict management
• Customer surveys and brand management