FILE MANAGEMENT

Flag It

Individual

If you have customers who have encountered a problem with your company, they will be willing to forgive you if their problem was resolved quickly and appropriately. 

However, if they face the same mistake or something else goes wrong, they may not be willing to forgive you the second time. 

By taking some time to document problem situations, you can stay better aware of your customers’ unique experiences. 

This extra attention will help keep customers from defecting to your competitors.

ACTIONS

• Flag the files of those customers who have made complaints or experienced problems.

• Write detailed notes so that any service provider who accesses the file can understand the situation.

• Whenever possible, review the file before you speak with the customer.

Just the Fax

Fax Information File

Leader

More times than necessary, employees can waste precious time accessing customer files in order to locate a correct fax number. Here’s a suggestion to help make your office more efficient by eliminating this potentially frustrating time waster.

ACTION

Create a customer fax directory:

1. Obtain a small alphabetized Rolodex unit.

2. Provide employees with several blank Rolodex cards and ask them to complete a card with the name and fax numbers for each of their regular customer contacts, both internal and external.

3. Collect the cards, check for duplicates (make sure numbers are the same), and then file them in the appropriate letter sections of the Rolodex.

4. Place the Rolodex unit next to the fax machine to be used as a reference directory whenever someone doesn’t have a number.

5. Make it a rule that new numbers are to be entered as necessary.