Table of Contents:

Definition and Overview

1. An Environment without a Customer Care System

2. Develop or Buy

3. Needs of Consumers

4. Needs of Service Providers

5. Technology for Customer Care

6. Functional Requirements of a Customer Care System

7. Customer Service

8. Telemarketing

9. Repair

10. Implementation

Self-Test

Glossary

PDF of this tutorial

Repair activity is usually inbound (i.e., consumers make the call). Customers usually call to request that a service that does not work be fixed or repaired. Typical repair calls include the following:

• collecting diagnostic information—The CSR must collect information from the consumer as well as information from within (e.g., from ordering and provisioning systems). A customer care system automatically obtains diagnostic information from relevant systems and guides the CSR to obtain the diagnostic information.
• diagnosis—The CSR must analyze available information and determine the cause of the problem. A customer care system automatically diagnoses the problem.
• resolution—The CSR must take actions to resolve the problem. A customer care system can resolve the problem.