CUSTOMER SERVICE REPORTING. ISSUE: DRA’s Report raised concerns regarding billing inquiries and service leaks and recommended that San Xxxxxxx be required to report on its efforts to reduce the number of customer inquiries regarding billing and service leaks.
CUSTOMER SERVICE REPORTING. Number of calls and emails, with total and broken down by classification; • Average time to answer call; • Average time of call; • Number of refunds and amount given per month; and • Upon call center software availability, number of calls of different types of issues, and average length of call.
CUSTOMER SERVICE REPORTING. A. Franchisee shall provide the City with reports on customer service in the forms shown below including sufficient information (in the City’s reasonable judgement) for the City to evaluate the quarterly performance standards set forth in this Appendix. For the term of this Agreement, such reports shall be provided on a quarterly basis, within sixty days of the end of a calendar quarter.
CUSTOMER SERVICE REPORTING. The Contractor shall maintain an office and a local telephone number for the receipt of service calls or complaints, Mondays through Fridays, from at least 8:30 a.m. to 5:00 p.m. Complaints shall be given prompt and courteous attention. The Contractor shall investigate any scheduled collections alleged to have been missed, and if such allegations are verified, arrange for pick-up of all Acceptable Waste within twenty-four (24) hours after the complaint is received.
CUSTOMER SERVICE REPORTING. The Contractor shall maintain an office and a local telephone number for the receipt of service calls or complaints. The minimum hours of operation for the office shall be, Mondays through Fridays, from 7:00 a.m. to 5:30 p.m., and Saturday from 8:00 a.m. to 12:00 p.m. The Contractor shall provide Residential and Commercial accounts with an after-hour emergency answering service, whereby a customer requiring an emergency collection or related matter may call the emergency line and become connected with a customer service representative of the Contractor. The Contractor shall also provide and maintain a dedicated website and email address available on a 24/7 basis for all Residential and Commercial accounts to request services, schedule special pickups, set up online billing information, report a complaint, download public education materials, and other functions as agreed upon by the Contractor and the Village. Complaints shall be given prompt and courteous attention. The Contractor shall investigate any scheduled collections alleged to have been missed, and if such allegations are verified, arrange for pick-up of all Acceptable Waste within twenty-four (24) hours after the complaint is received.
CUSTOMER SERVICE REPORTING a. All customer service calls from Xxxx.xxx Users and Purchasers shall go directly to Xxxx.xxx customer service agents. Such Xxxx.xxx customer service agents shall answer questions regarding navigation of the Xxxx.xxx Site and the pre-delivery status of Contact Lens Orders. Questions that refer to specific product information regarding Contact Lenses or that require the specific expertise of Lens Express with respect thereto shall be forwarded to Lens Express' customer service agents. Lens Express and Xxxx.xxx agree to jointly create customer service scripts and escalation criteria to ensure a high level of service while taking advantage of Xxxx.xxx's existing customer service capacity and making best efforts to use Xxxx.xxx's software at Xxxx.xxx's expense.
