RCC TRAINING
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Created on August 19, 2022
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Transcript
PAULO ALINDAM
REGIONALCUSTOMERSERVICE (RCC) DEPARTMENT
WORK TICKET Overview
PROOFING and PROBLEMATIC Registration
AREA ANALYSIS
Training Course
PENALTHY SCHEM
CSR Introduction
COMPLAINT GUIDELINES
RCC/CSR PROCESS
Introduction
CUSTOMER SERVICE DEPARTMENT
What is customer service?
Customer service is the support you offer to your customers — both before and after they use or avail our products or services — support that helps them have an easy and enjoyable experience with us.
Why Customer Service is Important?
• Revenue increases with good customer service.• Happy customers build a better reputation.• Retention correlates to customer satisfaction. • Complaints decreases with more customer care. • Company culture strengthens with improved customer sentiment. • Business longevity relies on satisfied customers.
WORK TICKET
NEW JMS SYSTEM overview
Create work order
This tab is used to check the status ofwork tickets that you register.
Both parties or branches involved will use this tab to communicate and reply to each other. They are able to provide replies and remarks on the space provided, and attach proofs or photos 4 attachments (5mb) using the icon beside it.
Normal Ticket Management (Ticket inquiry)
Normal Ticket Processing
In this tab, HQ/Region/Branch CSR will input the concern or complaint received from different platforms. Make sure all necessary information are filled-out completely and correctly.
COMPLAINTS
GUIDELINES
COMPLAINT TYPE and LEVELS
RCC/CSR PROCESS
ALL ABOUT CSR
UPDATED PENALTY SCHEME
PROOFING and PROBLEMATIC Registration
PENALTYandCOMPLAINT
• Strict Monitoring and Checking of Proof• FollowSOP
Possible Resolution
• Incorrect used of problematic registration• No Actual Delivery Attempt• Lack of Monitoring
Causes of Penalty
• No Valid Proof or Attachment uploaded in the JMS• No registered Problematic
Reason of Penalty
ANALYSIS&SUMMARY
CUSTOMERS ARE THE SOURCE OF OUR INCOME, THAT IS WHY IT IS VERY IMPORTANT THAT WE CAN PROVIDE GOOD TO HIGH LEVEL OF CUSTOMER SERVICE TO KEEP AND GAIN MORE CUSTOMERS. MORE CUSTOMERS MEANS MORE INCOME.
RCC DEPARTMENT
Customer Service