Customer Contact
Abstract
Working in a telecommunication company one would believe that the communication within the organization would flow smoothly. This is not always the case though. An example would be our account documentation process. There are some discrepancies between departments on what is required in comments and who is able to asses specific remark on user accounts. The purpose of this paper is to outline and review the remark process for Verizon Wireless in regards to our Wireless Data Technical Support department.
There are two different ways to document on a customers account. First, the general remarks field which is viewable by all levels of employee across all departments. These remarks are typically general in nature to the account, such as noting Authorized Contacts, changing a billing address change, or noting that a customer called in with a question of some sort. The other is known as Case Analysis. This type is specific to the Wireless Data Technical Support department.......
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Approximate Word Count: 1768
Approximate Pages: 8 (250 words per double-spaced page)
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