Outlook
The name of the email box for Customer Concerns.
What is OSC?
To bridge the gap between Customer Service and Field Operations.
What is the role of Ops Support in Customer Concerns handling?
The responsibility of the Field teams.
What is "to review the Customer Concern email and coordinate getting a service partner to service the site before the Concern escalates"?
Where open customer concerns are recorded for follow up.
What is the Customer Concerns Open sheet?
What you should ask your supervisor for at the start and end of your shift if assigned to work Customer Concerns.
Your cell phone and your personal computer.
What are the two devices on which you should have your Tovar email and OSC open while on shift?
What you use to call out to the field.
What is 3cx?
The correct way to answer Customer Concern emails.
What is clicking "reply to all"?
Case number, date, time, site, address, status, notes, and initials.
What are the required pieces of information on the Customer Concerns open sheet?
Five minutes.
How long do you wait to call out to the field if no email response is received to the Customer Concern?
Make sure this is turned off at the end of your shift.
What are notifications for your personal Tovar email and OSC email?
Where you find the 'who to call' information, if a call needs to made.
What is Game Plan- "Customer Concern On Call Plan" section ?
Special instructions to, and additional information needed from, the field.
What are compliance requirements?
Tool used by Supervisors to verify case status.
What is Salesforce?
Every 10 minutes.
(hint: 2 possible answers)
What is (1) how often Customer Concerns escalate and (2) how long before you make the 2nd phone call to the field if no email response is received for the Customer Concern.
How to see all of the emails for each individual Customer Concern.
What is the Outlook setting "View as Conversations"?
Case number, site name, site address, service needed, additional information, and click "reply to all".
What are the required pieces of information if leaving a voicemail for the Field?
Responses need to include this to close many of the Customer Concerns.
What is an ETA?
The cases logged on the Customer Concerns Open sheet. (hint: 2 part answer)
What are cases that cannot be closed at the moment or and what are Future requests.
No response from Ops Support needed.
How do we respond to requests for call backs from an Operations Manager or the Sales team?
The action NEVER taken in the Customer Concerns email box.
What is deleting an email?
First rule of calling out to the field, especially during events.
What is "be polite and patient"? The field is out in the cold and weather, we are not.
Unless urgent or related to safety, this is a post season activity.
What are property damage repairs?
How Supervisors ask and get responses to questions about open Customer Concerns.
What is the Customer Service chat in Teams?
Immediate response from Ops Support needed.
What are Code Blue cases? Slip and fall or injuries reported.