Onshore Agent Case Summary

*Customer called to check if the scheduled appointment she has for installation today (08/10/2015) will push through. Through probing, CAE identified that the customer is supposed to have internet, TV and security system installed today however there was no specific time provided. CAE had started the call appropriately and assured assistance however, the account was not properly authenticated, the CAE only verified the customer’s service address.

Digging deep ( 1:36) At this point, we should dig deep to inquire what phone number the client is using to contact the CCS and confirm what is the correct number. However at (4:45) the client provides the correct phone number for the CCS looking to confirm if it is correct and Jackie responds with she's unsure. We should be able to confirm that number is correct and inform we can reach out to the technology team to look for any internal issues.

Excessive dead air throughout the call. The CAE did not follow proper hold time procedure.

* CAE asked permision from the customer to reset his email password since the customer was having difficulties. CAE said that he is getting an error and he needs assistance from CSA department. Customer was requesting for the CAE to stay on the line until they got the agent from CSA team. CAE acknowledge customer's request and replied: "Yes sir, no problem sir, of course. I'll make sure

Taking ownership- There was no initiative to take ownership of the client's concerns and attempt to address prior to transferring to the TL. We should at least get an understanding why the client

John called asking when a part for his cup holder would be in. He was told two days so he went ahead and made a service appointment when the part would be in to ensure everything could get done at the same time. When he arrived for his service appointment he was told by Brian that the part was not in. John states that Brian said 'I don't know who you spoke to and I don't know what to tell you. We don't have it'.

Leah put SC on hold for 6 ½ minutes. When she returned to the line Leah informed SC that Marie is not an employee of the agency at this time. She said that Marie completed an application sometime last week but when they tried to verify the information on the application her name did not match (on the application she is listed as Maria and on her SS-ID / DL she is listed as Marie). However no one informed Marie of this matter. Leah informed SC that the there is an apportioned contact person by the name of Quine Dun that SC contact directly relating to any of the above issue and/or going

All passenger/customer phone calls, emails, social media posts, questions and voicemail about the incident are directed to the AAE Public Relations department. Additionally, the Director of Public Relations will contact company attorneys via company cell phone for consultation before disclosing the breach to the media and the

Ray ask if he can keep his Comcast email even his account from us is already disconnected. Customer said that he is moving to a different address and Comcast does not provide service there and he want to keep his email longer than 10 days atleast. CAE advised the customer that he can keep it for 30 days then everything will be deleted. Customer ask if he can get a prepaid internet or hotspot in the area and he is willing to pay. CAE put the call on mute then she unable to hear the customer on the other line after she came back.

On 04/18/17 I received a call back from Dulde from customer relations who informed me that she spoke with me husband and could not inform us of the outcome due to employee privacy. She never apologized or had any regard to the horrible experience and treatment that we were subjected to. Dulde, expressed that it was unfortunate that I would allow one incident to stop us from flying AA. I was extremely upset and frustrated and attempted to call her back. Fortunately I was able to retrieve her telephone number from my caller ID but unfortunately did not have her extension and could not reach her.

* To have the confidence of the information that should be given to customers, advice them and offer a better customer service.

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

This report has been created at your request in January of 2016. The report contains information and research that has been collected and analyzed regarding expansion efforts into Mexico City, MX before the end of this year.

According to me the service provided by the Supervisor to the customer was admirable, as he took eminent and skilful actions against the problems faced by the customer. The device which the customer brought was not updated to the latest software and was having a technical issue with the internal speaker. Our supervisor had a look at the problem and guided the staff about it and distributed the work the team updated the software version but the problem of internal speaker was not fixed and therefore he decided to handover a new device with updated version because according to our supervisor ‘Customer comes first’. The buyer was satisfied with the overall service.

b. The flow chart above elaborates the process of expressing one’s grievance and lodging a complaint to the cellular company from start to end. The steps involved will be classified into two categories, value-added services and non-value-added services. A justification will be provided for the classification.