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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

THANK YOU...

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