Category: Uncategorized

This new schedule will start Monday, 03/03/2014

Please check your schedule here to see if there are any changes.

I took a customer compliment today for Mark Prentice and the guest said “He was so helpful and took the time to explain things.  He got down to my level (which is not very high) and made sure I understood everything that was going on.”

Great job Mark!  That is the kind of experience we should be providing everyone.  Way to set a positive example.

Agents MUST NOT offer a refund without the customer requesting one.

If the customer is asking for a refund check in Admin to see if the customer has UPGRADED, if they have  polity explain to the customer that at some point they clicked the Upgrade button and that it is unlikely they will be able to receive a refund. If the customer asks us to put in the would still like a refund request entered in or insists that a refund be granted escalate a ticket to billing per normal.

Lastly every time you take a call where the customer is wanting to cancel service you must get a reason for cancellation.  Attempt to retain customer’s through slight probing questions “do you mind if i get a reason for cancellation as well so we can pass that information along to fix any issues that you may have experienced?”  Listen to what the customer tells you and if it is something we can retain (IE “im cancelling because I cannot see up to date data”) offer to troubleshoot the issue with the customer before just letting them off the line.

If the customer doesn’t want to troubleshoot don’t press them any further and process the cancellation request per normal.

The weather could cause icy conditions overnight tonight into tomorrow.

If weather causes travel to be unsafe and road conditions become too hazardous for you to commute to work, you must notify management by calling the absentee line at (512) 637-4376 prior to the start of your shift. In such conditions, you are authorized to work from home if you have the capability after notifying management.

Be sure to test your VPN connection and functionality prior to the start of your scheduled shift. If you don’t have VPN credentials or cannot connect your VPN, email [email protected] for assistance.

The Passwords for all L1 shared CRM (crm.tengointernet.com) accounts has been changed to the following:

firewall1

Please use this to log into the accounts.

The weather could cause icy conditions overnight tonight into tomorrow.

If weather causes travel to be unsafe and road conditions become too hazardous for you to commute to work, you must notify management by calling the absentee line at (512) 637-4376 prior to the start of your shift. In such conditions, you are authorized to work from home if you have the capability after notifying management.

Be sure to test your VPN connection and functionality prior to the start of your scheduled shift. If you don’t have VPN credentials or cannot connect your VPN, email [email protected] for assistance.

The Chi’Lantro BBQ food truck will be parked in the Stonehollow project today, February 6th, offering lunch to walk-up patrons from 11:15 a.m. – 2:00 p.m.

They will be located in the parking lot for Building 1, closest to the curve in Stonehollow Drive.

Chi’Lantro BBQ is a Korean + Mexican fusion that has been featured in Food and Wine Magazine, The Cooking Channel and The Food Network.  They were rated #1 Street Food in Austin Chronicle this year and given Honorable Mention in the Other Asian and Best Korean categories.  I’ve attached a copy of their menu for you to review, if interested.  They can also be found on the internet here: www.chilantrobbq.com.

Q. – Is there coverage for theft or lost items?

A. – Safeware ESP does not provide coverage against theft or lost property. If you are interested in theft coverage, visit our insurance product pages to learn more about a comprehensive insurance policy that includes coverage for damage, theft, vandalism and more.

This information and much more like it is available on the FAQ page for Safeware:

FAQ

At this time we have blocked access to multiple video streaming sites as well as other non-work related websites.

Until further notice non work related material, websites, video’s, ect. Will need to remain off the floor.

Failure to adhere to internal policy’s and processes can lead to disciplinary action.

From here on please use the following template when sending an email to ESP claims: