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CUSTOMER INCIDENT REPORTING PROCEDURES www.cfins.com Version 2.0 20160719 TABLE OF CONTENTS Responding to an incident.....................................................................................................

How to fill out customer incident

How to fill out a customer incident:

1. Begin by gathering all necessary information related to the incident, such as the customer's name, contact details, and any reference numbers associated with the issue.
2. Clearly describe the incident, including the details of what happened, when it occurred, and any contributing factors.
3. Provide relevant supporting documentation or evidence, such as screenshots, photos, or copies of conversations, that may help in understanding or resolving the incident.
4. Include any relevant notes or observations that could assist in the investigation or resolution of the issue.
5. If applicable, outline any steps taken to resolve the incident or any actions that have been proposed to rectify the situation.
6. Clearly indicate any communication or follow-up that has occurred with the customer regarding the incident.
7. Submit the completed customer incident form or report to the designated department or individual responsible for handling such matters.

Who needs customer incident?

1. Customer service representatives: They need the customer incident details to understand and address the issue promptly and effectively.
2. Supervisors or managers: They require customer incident information to assess the performance of their team and identify any recurring issues that may require additional training or process improvements.
3. Quality assurance or compliance teams: They use customer incident reports to track and analyze trends, identify systemic problems, and ensure regulatory or internal policy compliance.
4. Product development or improvement teams: They may utilize customer incident reports to identify potential product or service enhancements based on customer feedback and experiences.
5. Executives or stakeholders: They need access to customer incident reports to gain insights into customer satisfaction, identify areas for improvement, and make informed business decisions.

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What is customer incident?

A customer incident is an unexpected event or situation that negatively affects a customer's experience with a product or service.

Who is required to file customer incident?

Any individual or organization that becomes aware of a customer incident is required to file a report.

How to fill out customer incident?

To fill out a customer incident report, gather all relevant information about the incident, including date, time, location, and details of what occurred.

What is the purpose of customer incident?

The purpose of customer incident reporting is to track and address issues that impact customers, improve customer satisfaction, and prevent future incidents.

What information must be reported on customer incident?

Information that must be reported on a customer incident includes details of the incident, impact on the customer, and any steps taken to address the issue.