NT1330 Unit 1 Assignment 3

*Call was transferred from CAE Kevin Earl Caasi who is under Daniel James Miranda’s (Team Manager) supervision. Customer patiently explained again about the flyer left on their door advising them to call Comcast since there was a possible leakage on their line. Comcast needs to come at their home and if there’ll be no response within 3 days, their service will be shut off. Customer was asking if who is telling the truth because she’s receiving contradicting information. She was once informed that Comcast would never leave a tag on the door and it might be a scam, however when she called the number written on the flyer there was assurance given that it was from Comcast and she was notified that she has a technician visit scheduled on Monday.

3. Apologize for not being able to assist in resolving the issue and for the customer to have better help experience face to face

*CAE provided false expectation by informing the customer that she will fully document the account about service adjustment that the customer can get however there was no notation. CAE scheduled

Relevant and effective coding- Trevor coded call as ( Third party call). This call came in from an internal TM, therefore, we should use the correct code to accurately track the record of our calls and how they are received.

Customer called asking if could he still use his windows live mail because he will be switching over.. CAE immediately informed the customer that he can but he may need to update his windows email. Though CAE asked whether customer has additional question, during the call, there was no sense of ownership nor accountability from the CAE’s end. Customer’s name was even asked during the interaction. CAE lacked probing. It wasn’t identified whether customer will switch to another provider or to Comcast. CAE could have made the customer feel welcomed or

Customer was inquiring about the gift card that he was suposed to received after 90 days of signing up with Comcast, customer said that he's been with Comcast for almost 1 year, and until now he have not received his gift card. CAE verified the customer's service and billing address. CAE provided the contact number where customer can follow up his gift card. Customer also mention that he has an issue with his Internet service. CAE politely informed the customer that call needs to be transferred to HSi tech support for further assistance.

*Customer disclose the issues she has with her phone service, by that CAE was given the chance to assist the customer but CAE lacked positive scripting and confidence. CAE could have been assertive and assured the customer that she has all the same resources that an American agent has to help the customer.

The level of attention that was received was the biggest turnoff. Besides the error however, the employees were genuine and kind when providing the service which was much appreciated. If I owned this business I might suggest a more efficient was of processing orders to prevent such a mix up from occurring because it made me question their ability to provide service quickly which is usually one of their strong points.

Victoria’s customer had an issue were she went into direct store to get a line disconnect. The customer paid off their device payment but the line was never disconnected. Victoria’s customer was very upset due to fact she still paying monthly service on line that should have been disconnect about month ago. Victoria suspended the customer line and the scheduled the line to be disconnected as of 10/20/2016. Even though Victoria had to disconnect the customer line. Victoria fully owned on the customer issue and made sure that their issue was fully resolved before closing the call.

Based on the interaction, CAE failed to maximize his resources in terms of checking the type of the customer’s equipment as to why accurate resolution was not immediately provided. The call lasted for more than 30 minutes which added customer’s frustration. In addition, CAE made the customer believed that someone from higher fix agency will call him though it’s not a guarantee. CAE must intensively be coached.

We strive to provide a level of service that exceeds the expectations of our cherished customers, regrettably our desired goals were not accomplished based on your comments. Generally we work assiduously to assist the best way possible once we receive communication as it relates to errors, therefore we are deeply sorry to hear about the challenges experienced with

clear their; i had to decide whether to rate the request to the other unit thru normal

According to Randy, as the technicians go on the field to rectify a complain there are often out of spares which in return infuriates the customers. In such situations, Randy has often tried to do damage control by offering the customer a discount or compensation for the lapse on service. Which I feel is a very good move but as this is a high frequency case, the finance department has called for a stop to this practice and therefore has made Randy unable to control the after effects of a failed service like.

There are several service failures could be drawn from the experience of the after sales service of a new car. First, there should be an immediate notification from the car dealer to the customer, in this case a marketing personnel who was in charge, that only a person who is authorized can take the car document. It means that when the person who is authorized not available then the customer should immediately report to the car dealer about the situation for getting a solution. In this case, there was no communication between the customer and the marketing personnel about the matter. This is an initiative action should be taken by the car dealer, even though the error was caused by the customer but when there is no attention about that, the consequence

A customer called and requested for a new phone handset to be sent out to their address as the previously received handset was faulty. Due to company policy regarding faulty phone handsets, a replacement must be offered to the customer before refunds are paid to customer. The customer agreed for replacement and new handset was sent to him within 2 days. Following week, I rang the customer to check if