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I am looking to empower my managers to take care of customers. Whenever a customer has a problem, they usually call the restaurant and let us know of an issue. This is great- we love the feedback, however there is a small percent of customers who take advantage of our good nature and call us regularly for a refund or credit. For example, a customer calling the restaurant six times in one month saying they received burnt food (hey, im not saying it cant happen, but really?).


I would like our managers to use airtable on an iPad when receiving a complaint call to enter customer name, phone number, date, and a brief description of the problem. Ideally, when the form is being filled out by a manager who is on the phone with the customer, the new entry would either:




  1. (preferred) Automatically attach previous customer contact records stored in the complaint database (based on similar name and by phone number) to the new entry. This will allow us to see a history of complaints and issues by the same customer as we are on the phone.




  2. Add a new entry that queries the complaint database and displays a numerical value for “previous customer contacts” for similar customer names and phone numbers. This will allow us to see how many times a customer with the same name and phone number has contacted the restaurant.




I imported this table from excel, but am looking for an easier way to track customer complaints and prevent abuse.


Is this possible?


Thanks!

Hi Synergetic,


This is definitely possible in Airtable - would you be interested in jumping on a quick call with me to discuss it in more detail? You can schedule some time on my calendar here.


Thanks,

Gareth


Hi,

This is something that I could and would be glad to help you out on.

You can reach me on andrewjohnson56782@gmail.com

Best Wishes,

Andrew


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