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 RED ALERTS

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Number of posts : 77
Age : 35
Registration date : 2006-11-11

PostSubject: RED ALERTS   Thu Nov 30, 2006 2:57 am

1. Unprofessional behavior

2. Falsification of Dell records
e.g.
a. Not updating the name or information of the caller as they gave it.
b. Not updating the email correctly. - key spell if necessary

3. Influencing results by incorrectly positioning E-survey

4. Transfering the customer back to the queueu or Call Avoidance

5. Viewing customer's personal information

6. Placing inappropriate content in the customer's system (as well as copying files from the customer's system especially during dell connect sessions

7. Supporting calls that are not within our scope of support - judgment call especially for HIP.

Note: Make sure to set customer's expectations properly, and log it in the case.

SCOPE OF SUPPORT:

1. For expired warranty and LT and its inkjet - handle the call in place for simple issues that can be handled. More complicated ones should be transferred right away to EWS but explain that it is FEE BASED.

2. For laser printer general inquiry such as specs, may handle in place but never troubleshoot. Transfer customer to correct queue.

REMINDERS:

1. Always ask for the first and lastname. If this is obtained even if it is a WRONG QUEUE, update the one on the case on the tag header.

2. Always key spell the names and emails. USE PHONETICS IN YOUR CHEATSHEET.

3. SET CUSTOMER'S EXPECTATIONS CORRECTLY.
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