on call manager this weekend
Is me
956-793-8636.
call me.
Category: Uncategorized
Great Job Michael Lollar
Juan Hernandez,
Called back into Tengo internet just to Thank Michael for getting him online.
You’re the real hero Mike!
Bcycle overage fees
If a customer is calling about overage fees, please explain that the reason they are being charged is because they didnt return the bike in time.
if it is a mix of issues, and one of them is that the bike didnt register (typically will have a big overage charge, or long time running.) confirm it with the customer before letting them know you will escalate the issue.
However, if its an overage charge, we really need you to be explaining the pricing model per city.
Winner Winner, Chicken Dinner!
Congrats Magda!!
Magda is Teensafe’s Blue Diamond Week 3 winner! She had 2 customer kudos, over 95% Quality score, and had the most tickets worked last week! The prize this week was a Blue Diamond Certificate and a $25 HEB Gift Card! Keep up the great work!
Customer Kudos – Lumo BodyTech
Congrats Rev-Lon! You got an AWESOME kudos from a Lumo Customer!
Customer Said: “Revlon was responsive, considerate, and followed up exactly as she promised. I work in customer service, and appreciate it’s a tough job. She was excellent!”
Way to go!
On Call Manager – Weekend of 4/21 – 4/22
I, Steve Hernandez, will be the on call manager this weekend, 4/21 – 4/22. Please do not hesitate to call or text me with any major issues!
737-228-0515
Bcycle Admin
Do not force an RFID read unless the customer actually followed troubleshooting.
you will need to document that the customer was at the station and tried pushing it in all the way.
Golden Llama Awards – Week 3
It was another difficult week, a few people were neck and neck making this another difficult choice (great job making this hard for me!!!). However, this week’s winner really stood out to me due to some of the amazing feedback we received from our customers.
Jennifer, thank you for your efforts last week!
Jennifer handled just under 200 inbound/outbound phone calls, and a total count of 350 interactions! At the same time, she maintained a 95% QA score, and 100% CSAT!! Jennifer really smashed the volume and helped to ensure we answer every question, quickly, accurately, and with the best service possible each and every time.
The customer comment that really stood out to me was “Working with the Silvercar team is so easy. When you call or email they really listen and try to help. They do what they say and I give them 5.”
Great job this is what we want to hear! Quick is great, but listening and getting it right the first time is the best!
Optaros
When you are checking Optaros, please be sure you are marking it in the tracker.
Especially on the weekends.
TeenSafe Blue Diamond Award
TeenSafe’s Blue Diamond recognition program has started and the team is “digging” away!
Quishay Moore is the first recipient of the Blue Diamond Award! She won a $25 Amazon Gift card by having the most points for the week of April 5 – April 14! She received points for having Perfect Attendance, 95 or better QA Score and the Top Ticket Handler! Great job Shay! Keep up the great work!
