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CUSTOMER SERVICE AND
COMPLAINT MANAGEMENT SYSTEM


FEATURING....

Custom Web Portals
Call Center Complaint Handling
Supplier Corrective Actions
Grievance and Appeals Process
Corrective and Preventitive Actions (CAPA)
Compliant with Industry and Regulatory Standards
Compliance Auditing



THOUSANDS OF USERS SINCE Y2K.

Discover Everest 7
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COMPLIANCE MANAGEMENT SYSTEM

The Everest approach is to create the highest level of customer experience using
a responsive approach to customer concerns while meeting or exceeding industry
standards for compliance.

Complaint management features provide an effective resource for building
customer relationships by engaging with customers and providing timely responses
to customer feedback. Flexible workflow, built-in correspondence and extensive
reporting are among the many features that will streamline your business.




COMPLAINT MANAGEMENT SOFTWARE
IS DESIGNED TO...

Track and resolve customer concerns Build sustainable customer relationships
Handle complex complaint procedures Implement corrective and preventive actions
Support Internal and Exernal Audits Achieve continuous improvement Analyze
customer service and quality trends

 



INDUSTRIES ACROSS THE GLOBE ARE USING EVEREST

Financial Services Complaint Management System for banks, credit unions and
other financial services Everest is used in many Health Care Environments;
hospitals, doctor groups, managed health care and more Complaint Management and
Quality Assurance (CAPA) across all Manufacturing Manage complaints for all
segments of Food Products industries Many others including government, logistics
and more


Whether it's CFPB compliance, HIPAA requirements, FDA regulations or some other
objective specific to your industry, EVEREST has you covered. Select your
industry above to learn how EVEREST is designed to meet today's complaint
management challenges.



 



EVEREST - WHERE CUSTOMER SERVICE MEETS QUALITY

The Everest solution is centered on enhancing customer relationships while
improving service and product quality. Everest will help you improve
communication and business processes throughout your organization.

Every customer interaction provides an opportunity to capture feedback about
your performance. The feedback can range from great things to legitimate
complaints. In the case of complaints, the challenge becomes how to get the
information into the right hands, share it with key parties and track the
progress toward complete resolution. Everest is an intuitive software solution
that takes customer feedback directly to the heart of the organization and keeps
it in the spotlight until it's resolved. When your organization is synchronized
with the voice of the customer, elevated quality ensues. We can help you take
your organization to the highest level of customer service and quality.


 * Manage customer complaints
   Use Everest to manage customer requests and complaints from any type of
   customer. Close the loop from problem through corrective action to provide
   excellent customer service while achieving real continuous improvement.
   
   
 * Improve communications
   The heart of effective business lies with communications with customers and
   between staff members.
   
   
 * Proven solution
   Everest is used successfully by leading organizations throughout the US and
   around the world. As a global enterprise or stand-alone solution, Everest
   provides the performance and functionality you need to build customer
   relationships and improve quality.
   
   
 * Expect success
   Lynk Software uses a highly effective implementation approach that includes
   expert configuration, training and on-going support.
   

 



GOOD CUSTOMER SERVICE ESSENTIALS

Providing good customer service is often a matter of common sense, but that
doesn't mean it comes naturally to everyone. The pages that follow are a guide
to providing excellent customer service.

Caring for Customers

1. Great Customer Service Begins With Management
The most inspiring leadership is top down. If management shows indifference to
your customers, employees will mimic it. If management is enthusiastic and
courteous, the troops are more likely to be so as well.

2. A Culture of Customer Service Must Be Codified
Start by documenting a set of core values, 10 or fewer principles that include
customer service ideals. "Share them during the training, have employees sign
them, and evaluate employees based on the values,". "But don't call them rules."
Employee training on customer service precepts should be intensive: written
materials, verbal instruction, mentors, and on-the-job demonstrations all ought
to be part of the coursework.

3. Employees Are Customers
Companies renowned for their customer service, treat employees as they would
have their employees treat their customers." Not every business can afford to
shower staff with generous pay and benefits, but not every business has to.
Companies, can show "intense interest" in employees, in their welfare, their
families, and their future -- what McCartney calls the family model. It's also
important to recognize an employee -- publicly -- for a job well done. Some
companies also offer incentives for exceptional customer service, but if you
can't spare the cash, you might throw an office party or offer another token of
appreciation. When he was a manager at cable provider Tele-Communications Inc.,
for instance, Proffer personally washed the cars of notable employees.

4. Emphasize the Long Term
Short-term sales incentives can sometimes undermine long-term customer
satisfaction. Prevent that by building short-term programs atop an ongoing
program that rewards broader improvements, says Paula Godar, brands strategy
director for Maritz, a sales and marketing consulting firm based in St. Louis.
Moreover, winner-take-all incentives "can drive a lot of unhealthy competition
and disengage the rest of the sales force," says Godar. "We've improved sales
performance by much greater percentages when we've improved the performance of
the large group in the middle of the bell curve."

5. Build Trust
Use your customer's name whenever you can. And sometimes you have to give to
get. In his book The Knack, Inc. columnist Norm Brodsky relates how he won a
sale against long odds by venturing his time and expertise to help a prospect
cut costs.

6. Listen
"The best salespeople spend 80 percent of their time listening, not talking,"
says Marc Willson, a retail and restaurant consultant for the Virginia SBDC
network. Ask open-ended questions to elicit a customer's needs and wants. If the
prospect is "just looking," don't press further. But be discreetly nearby.
"Straighten the racks, or dust something," says Willson. "You need to be within
earshot or eyeshot, because every retail sale involves a re-approach."

7. Show Your Appreciation
One important element of retaining customers is communication. Willson suggests
a personalized thank-you note after a deal or sale -- "If Nordstrom's can do it,
everybody can do it" -- and even a follow-up phone call a month or so later. In
a retail business, loyalty programs or rewards cards drive repeat business (as
well as help you collect information about what your customers are buying). Many
businesses send out birthday and holiday cards; Proffer prefers marking the
anniversary of a client's or customer's first purchase.

8. Resolving Customer Disputes
It's bad enough when a customer is unhappy with your product or service. But if
the attempt to redress the problem is frustrating or fruitless, it makes matters
much worse. A satisfied customer may tell one or two friends about your company,
says Richard Proffer, but "an angry customer might tell a dozen." Some aggrieved
customers can never be placated, but, more often, successful dispute resolution
lies in a business owner's hands. Solve the problem when it occurs. It's always
best when people on the floor or in the field are the first line of response,
say Proffer and Marc Willson. Vest them with authority to resolve certain types
of problems themselves.

The Five A's. Proffer says it's helpful to think of resolving a dispute as a
five-step process called the Five A's: Acknowledge the problem. Apologize, even
if you think you're right. Accept responsibility. Adjust the situation with a
negotiation to fix the problem. Assure the customer that you will follow
through. Don't forget salesmanship. The skills and techniques of good selling
discussed earlier are even more valuable in difficult situations. Address
customers by name, and repeat what they've said. "Whether you resolve the issue
or not," says Willson, "they'll see that you have their best interest in mind."


 

 




 


 

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