Presentation for Customer Journey
Transcript: Customer: Nick -March 7, 2016 Customer called Tech support reported issue for NDT . Ticket logged : PFM-46140 -FMT actioned the case the next day Commitment : 9/3/2016 Field technician came and fix issue (8/3/2016) Customer: Nick March 12, 2016 Customer called in reported an issue for slow speed (Open 1 ) Tech logged fault as slow speed March 14, 2016 Norman from FMT closed ticket stated not a fault on the line as open 1 . Fault was withdrawn due to incorrect assessment Customer: Nick May 19,2016- Customer inquiring for slow speed. Rep advised that adsl2+ is not supported on the area. Rep advised that need to wait for 3months. TIO threat -Rep tried to contact customer but no contact and sent sms. Customer: Nick Customer called the same day (19/5/2016) in tech dept re reported slow speed issue . -FMT actioned 22/5/2016 logged ticket in supplier. On the same day, FMT was informed with Congestion (NO ETR). Customer was informed and asking for credit 23/5/2016-outbound followup from FMT was referred to CS but cx declined to complete call transfer and arrange callback with account's team. No callback made from account's team. Customer : Nick June 3, 2016 TIO was filed. -no followup call and unworkable service TIO manager - Called the customer june 6 and 16 Negotiate - customer wanted half of every month for 24months bill. Rep offered $10 off every month for 24months bill. Customer declined TIO manager updated the case. Customer: Brian May 24, 2013 -customer reported that the Hp is not working Rep change the access level to NA8 and provided the lead time (24-48hrs) May 29,2013 -customer reported same issue (order was canceled causing delay on resolution) credit for $10 as delayed on customer' s request on the next day. -TIO was raised but was closed as well due to credit for CSG credit. Customer : Brian -March 3, 2015 ticket was logged for Hp issue FMT close ticket and sent sms for fault closure on March 5, 2015 -January 25,2016 ticket was logged for line noise via online (PFM-36809) L1 tech support actioned on January 28 and was logged to lols, Commitment 11/2/2016 Sent sms for customer acknowledgement -February 11,2016 customer called in asking for update. Due to high call volume created callback -commitment reschedule due to HWL 24/2 -February 12,2016 customer called back complaining no callback from FMT Transferred call to FMT requested for L5 to expedite appointment 16/2 - February 13 Tech came and fix issue, FMT confirmed with customer service is working, Customer: Brian June 1, 2016 - Customer called in asking for credit on January's fault. -transferred to tech and was offered $26.30 for downtime credit, customer declined. rep offered to call CS but customer declined and threatened to report to TIO. Customer: Brian June 3, 2016 TIO Filed because of delay on escalating issue TIO case still ongoing MR Nishant Singla CID: 9053297 SALES CALL May 6, 2016 : Sign up date May 10, 2016 : activation date. *Account was activated within the time frame Customer: Nishant Account was welcome - 6/05/2016 Negotiation was made between the EL agent and the customer The customer was advised that the modem is for free. The agent negotiated to cover the delivery fee but the customer refused to pay the agent waived the charges for the modem Customer: Nishant - On May 12, 2016, the customer was unable to connect and consulted a tech support rep. Issue Identified: No Auth. The customer called into set up his internet. Modem Used: BYO, issue resolved. May 22, 2016 : Customer called in for drop outs issue. Modem isolation was done and a callback was offered. Callback was unsuccessful. Customer returned a call reporting the same issue and was assisted by a L1 tech support for troubleshooting. Customer: Nishant June 1, 2016: Customer called in and troubleshoot for No Auth, Issue was resolved. June 12, 2016: Customer called in for no internet connection, L1 tech support advised the customer that there is an Ongoing outage. Customer: Nishant June 1, 2016: Customer chatted with Correspondences specialist for assistance regarding his connection (no auth using tplink provided by dodo) and asked for compensation for non usages. The customer requested for a callback and ended the chat conversation, however no callback done by the specialist. Customer: Nishant: June 8, 2016 : Customer filed TIO, credits were provided regarding the outage and case resolved Customer: John Silvello CID: 9085138 May 24, 2016 : Sign up date. Customer was advised that activation would take 7 to 10 Business Days. Account is still on Pre-active status we sent a sms on May 25, 2016 regarding with the appointment between 07/06/2016 08:00 - 12:00 time. Customer: John May 29, 2016 : Customer called in and spoke with Dodo Connect Support confirming the SMS that he received regarding the scheduled appointment. May 30, 2016 : Customer called in and spoke with an Early life representative and confirmed the activation would take place 1-2 BD after the scheduled appointment