Need to see and confirm the CSR documentation when I call in for Service
customer9000 said 1 year, 3 months ago:
I would like to see and confirm the CSR’s documentation when I call in to the helpdesk.
Also, I would like to Grade and evaluate the CSR’s ability to solve my issue.
When I am asked to evaluate the CSR’s ability to help me, it may not coincide with the problems I am experiencing.
For example: I call in to discuss my email not forwarding correctly and in the conversation I mention the signature line needing to be done. If the CSR documents only one of the 2 issues that I had help with, it is not an accurate evaluation. I could be happy with one issue and not pleased with the second one.
nathantf said 1 year, 3 months ago:
I agree that a representative should confirm you receive any documentation sent to you before ending the call. In some cases, email can be delayed beyond a few minutes, and it wouldn’t be feasible to wait. We send out email messages after you contact us so you can comment on the experience. That is a great time to evaluate the entirety of your experience. Your response will be reviewed by the appropriate management to ensure any issues are addressed.