Y-Axis has separate departments for all services it offers from immigration to visas to job search and more. And to track the progress of client’s work, product delivery, customer feedback, Y-Axis has a client relationship department. It is apparently one of the most important departments in the company.
It takes customer feedback, patiently listen to the complaints, apologize if at fault, and refund if required as per the agreements. How does the entire mechanism work?
- Y-Axis client relationship officers connect with the clients on receiving their complaint regarding the product/service or even if its regarding a process consultant assigned to the case.
- Rather than challenging their complaints, the CRO carefully analyzes the case. Listens patiently to the client. Checks the deliverables promised and delivered. Go through the agreements and based on the entire case review and communication, the CRO takes steps to resolve Y-Axis customer complaints.
The customer complaints department is bestowed with the responsibility to ensure customer is satisfied at the end. Therefore, irrespective of the product/service a client complaints against, the department has to resolve the issue at the earliest. And if required transfer the case to the higher-ups to regain customer confidence.