Studierende stehen vor dem LC und blicken lächelnd einer Kollegin mit einer Mappe in der Hand nach.

Exercise No. 12: Processing a Complaint (Main Process)

Transfer the following verbal description into an EPC

a) At receipt of a customer complaint, the customer service agent verifies if the complaint information (original invoice, description of the failure report, serial number) sent by the customer is complete.

b) If the information is incomplete, the customer service agent requests the missing information. If the customer has still not sent the necessary information, the complaint is declined.

c) In the other cases, the customer service agent holds enough information to process the complaint. The system used is the customer relationship management module (CRM).

Solution (Part 1)

Exercise List