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Vote for your favorite hat from Wacky Hat Day using the form here.

Happy NCSW Everyone!!!

 

Today kicks off the week, we have movies beginning to be put onto the displays.  If you would like to join into a channel from your desk.  Feel free to connect as movies will be updated all day.

Stream 1 Currently Playing:  Batman (Michael Keaton)
http://192.168.128.6:8080

Stream 2 Currently Playing:  Superman
http://192.168.128.230:8080

Stream 3 Currently Playing:  X-Men
http://192.168.128.66:8080

 

To connect open VLC media Player on your computer.

Go to Media -> Open Network Stream

Click on Network and enter the http address then click play!

 

We will update with the other movie channels as they are put up.

We also have breakfast foods in the break room for everyone to enjoy!  Please do not spill milk on the floor.

 

In celebration of Customer Service Week, each day next week will have a different theme and some other random fun stuff.  Make sure to participate and we will vote on a winner for each theme day.  You could possibly win a prize of some sorts and…  possibly the respect of your co-workers!!

Monday – PJ Day
Company providing breakfast type foods
Superhero Movies On Displays

Tuesday – Wacky Hat Day
Superhero Video Game Tournament

Wednesday – Superhero Shirt Day
Wikipedia Superhero Hunt

Thursday – Dark-bay Day
What Superhero are you?
Best Batman Voice Impression (Christian Bale Version)

Friday – Mystery Day!! (To be announced)
Grilled Cheese

September is drawing to a close, and October is starting up. As such, your September reviews will be going out soon. Before then though, make sure you do your homework!

If you haven’t already, please go to 16 personalities and take the test.

If you have done this already or you know your results, please make sure you post them here: tiny.cc/cwtestresults

We’ll be discussing this a little further during your next review!

Leads,

 

DO NOT make any changes to any IVR’s, or other settings in Trixbox without IT’s express permission until otherwise notified.

9/25/15 – 3:18pm – you guys are clear to update the IVRs, especially for the Tengo’s outage list.

Guests, Staff, and even the Tengo CEO himself would like to extend their gratitude for your outstanding customer service.  Great job guys!

Here is the new schedule.  You are expected to show up for the shifts listed starting Monday 9/21.  If there are any scheduling conflicts, you need to get with George IMMEDIATELY!!  Thanks for your cooperation.

New Schedule

If a customer has iOS 9 and other devices that are working, we will be applying the 33% off for 3 months automatically. Other wise, if a customer just has iOS 9, we will not be charging these customers for service until we have a fix in place for iOS9. We anticipate the fix to be available by mid-October. Be sure to track these customers in zendesk using the drop-downs so that in case we have a later date we may handle these customers appropriately.

The general Rules for pro-rated refunds.

.50 cents a day is what we will calculate againts our basement date, iOS 9 was released on the 16th. If a customer got data and updated on the 17th, we will give them a prorated refund.

Step 1) Note the billing date.
Step 2) Note the last date data was retrieved, if before the 17th, calculate from the day iOS9 was released.Step 3) Count the number of days the customer was without service until the end of their billing date.
Step 4) Follow the Requesting a Refund guide. (apply the result of your calculation into the 14.95 field after selecting refund for the transaction.)
Step 5) Verify that the Billing date IS before our anticipated release date. If their billing date is after the expected release, type that in your notes.
Apply a Deal that fits the billing cycle to avoid the charge, Example below.
Step 6) Select the deal.

Ticketing!

Step 1) Copy the customers email from Admin.
Step 2) Paste it into the requester field in zendesk.
Step 3) Apply the “iOS9 – Pro-rated refund” macro.
Step 4) You will edit the macro to reflect on the need for the customer. (enter in amount and dates)(if no deal remove the section from the macro.)
Step 5) Ensure that the proper selections have been applied for tracking on the left hand side of zendesk. (if you applied a deal, select it.)
Step 6) Ensure the Subject of the email is titled correctly.
Step 7) Submit as solved.

 

Closing the call!

 

 

I need everyone’s help gathering valuable data that we cannot get through Zoho tickets alone.  I have created a form that I need you to fill out after you finish each inbound call starting today.  This is a MANDATORY process update and I NEED this data.  Your co-operation is very much appreciated.  This will be added to the various TTO CARE pages next week.

You can access the form HERE

Thank you all for the effort, superb customer service and thorough troubleshooting when dealing with Tech Team One interactions.  This is not only noticed by us, but by customers as well.  For instance see the amazing customer testimonial below:

“I really appreciate this. I truly feel that your company is in the office right next to me. Access is quick and easy and so are the results.

Thank you again for offering you company and team of experts to the realtor organization.”

Mike Hale
Texas Association of Realtors Subscription Holder

Keep up the great work guys!  Together, we can make this into the huge success that we know it can be.  I really appreciate the dedication and perfection you show in your work, as it creates an experience that cannot be matched by other services.

– Cory B.
TTO Technical Lead