Nae's Phones: A Case Study

There is a genuine risk that FCC will lose its State and Federal Government funding, which accounts for 40% of all Council Funds, if Customer Service isn’t dramatically improved within 18 months. Consequently, the Council members are desperate to see improvements, without cutting into current spending or increasing rates. The current Customer Service Manager has been in the position for 24 years, and doesn’t believe that anything needs to change, and that the community will “come around in the end”.

Cx called about her internet that was not working, Cae was able to reflet reason for contact and demonstrate concern by using emphaty/relate statement. Cae was able to authenticate the account and asked probing questions and set customer's' expectation that she might be sending a technician if the issue wasnt resolved. Cae proceeds with the troubleshooting and choose correct ITG however, failed to follow/asked all LOQ's, at mark 06:02 cae asked " how was that Sir? hello?! just tell me when your ready because i need to check my clock" using a disgusting voice. Cae sounded annoyed when asking information that was provided by the customer since cae was having a hard time hearing him, could have asked verifying questions with a good tone of voice

The feedback provided by a customer at the end of each phone call is essential as it helps improve the way we conduct phone calls and it also helps identify any problems with any of my sources of information or information that may be lacking.

2. Empathy – You want them to put themselves in your situation so they can understand my situation – walk in my shoes. When I call with a complaint, treat me as a customer with a difficulty, not as a difficult customer.

Majority of telephone complaints or concerns are routed to the customer service specialist. Depending on the nature of the issue or concerns the calls are then routed to case management, in which in some instances are then routed to the interns depending on the nature of the call. All calls are monitored and documented as well as sent to driver coordinators and management. Client concerns and complaints must be addressed in a timely manner.

On Monday, September 27, 2016, I, Officer B. McMillon, #135, of the Mansfield ISD Police Department while assigned to Legacy High School located at 1263 N. Main in Mansfield, Texas 76063. At approximately 9:15 am I was informed by Blaine, Victoria W/F, dob 01/20/1971 that her daughter Blaine, Brooke W/F, dob 07/29/2001 left her iPhone 5s in the girls restroom that’s located in the pac hallway on Wednesday, September 21, 2016 10:20 am.

*Customer was having difficulties signing in to his Comcast account and he's upset since this has been going on for 4 days now. CAE tried to help the customer but during the interaction, customer was complaining and requested the CAE not to rush him. CAE seemed to be in a hurry and the customer was not confident that the CAE totally understood his concern.

The CAE was able to acknowledge customer request for a supervisor and was able to deescalate the call. The CAE had a pleasant voice and was willing to help the customer. In addition she was apologetic and was

Janis consistently defines and confirms the reason for her customers call by restating the reason for the call and asking additional probing questions. By doing so she is able to ensure she is working on the correct underlying issue. Janis demonstrates her knowledge by using proper processes in work order entry. Janis has been taught “Arm and Own” this year. She has attended weekly huddles with her supervisor to learn how to fully own and manage each customer’s account. By implementing what she has learned, such as, how to navigate the customer’s account to uncover any prior unresolved issues or to proactively address any concerns of the future Janis can exceed her FCR goals.

Microsoft is a multinational corporation of the United States; It specializes in developing, manufacturing, trading software licenses and supporting a wide range of computer related products and services.. In terms of revenue, Microsoft is the world's largest software maker. It is also called "one of the most valuable companies in the world".

Customer Service Representative Role: Take retention calls when needed to get patient back on board

We are integrating a new team into the department. The goal of the team is help reduce calls that are going to voicemail. Our new team would be available for calls that are coming in when our customers are ready to return them and statements are being taken from those involved in the accident as quickly as possible. This could result in more satisfied customers, shorter claim life and reduced case load. As an auto adjuster for the west coast and the case load that we carry, we can clearly identify the need to make a change within the department, not only for the employee but, for the customers involved.

Lot of our customers at Emerson (now Vertiv) were complaining about response time of addressing complaints. Meanwhile studying field service reports for technical assessments, I discovered gaps in standard operating procedures of customer service process. So, I volunteered to resolve the short-comings. I found that high hold time of phone lines, because of slow internet speed, was causing the problem. I recommended increasing Internet bandwidth. Management opposed this recommendation. So, as a work-around, I changed the structure of the call center and reduced hold time by 25% in 4 months. Management readily approved my recommendations when I showed them the improvements. Within 6 months, average complaint response and turn-around time increased

Provide a means for customers to provide feedback after calls to acquire their satisfaction score on the overall service experience and allow them to point to areas that need improvement

* Level of attention was low, the operator didn’t care and showed frustration really easily.