Quote:
Originally Posted by stomachmonkey
Worked for the worlds 4th largest SW co.
Service issues had to be posted to an online resolution system. You could track the progress. Generally the issue would be refereed around to various individuals for a couple of days. Then the updates would start claiming that "tried to contact client at desk, left voicemail" They never left voicemail.
Utter BS.
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This is what we implemented:
Cut out of this pic is our company name and our departmental logo on top, and phone number at bottom......
This is a triplicate form. Top copy to the customer, bottom copy to the Tier II supervisor and middle copy for the technician's records.... PLUS, a journal note in the call tracking incident.
yep.