Customer Service Process Flow

Published: April 25, 2008   |   Updated: October 10, 2008

 

The customer service process flow provides the overall structure for this SMF, providing a consistent set of processes to record and track user contact.

When a user contacts the Service Desk, the Customer Service Representative (CSR):

• Records the user’s contact information and the details of the request.
• Classifies the user’s request.
• Determines the supportability of the request.
• Resolves the user’s request.
• Confirms the resolution and closes the request.
• Ensures good service.

Figure 2 illustrates the process flow for customer service.

Figure 2. Customer Service process flow