Validating Clients and When to Enter a Note on the CRM
All companies, including venuedirectory.com have a duty within the Data Protection Act to keep their client data safe and to also ensure we hold accurate and up to date information. This means not divulging information to a caller not entitled to receive it and making sure actions are recorded in the CRM.
From a customer service perspective as well, our venues and clients expect us to understand their issues and be able to help and support them quickly and efficiently. Having details of previous calls can be vital in supporting our venues and clients.
This instruction details our responsibilities (to ensure we comply with the law) and how this translates in to our day job.
When you receive a call:
Ask the caller for their name and the company they are calling from
1) If they are an agent
- Ask them why they are calling.
- Ensure you get the specific information, which element of GRATIS for example, enquiry reference number and exact nature of the issue.
- Do not transfer the call without having this information as our role is to get the caller to the right person to help them first time.
- Remember the GRATIS help desk only deal with GRATIS issues!
2) If they are a venue
- We need to validate the caller.
- Ask for the address of the venue including postcode
- Check the user is attached to the venue and their access is of the correct level to be given the information they are requesting.
Once the call is finished, details of the call must be loaded in the CRM. This includes the following scenarios:
- Updating the venue listing on any of the tabs
- Sending password reminders
- Sending new passwords
- Amending/adding/removing users
The CRM information must include the name of the person you spoke to, what the call was about, what you did to resolve the issue and any next steps.