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When a customer calls the CCA Hotline a Customer Care Specialist(CSS)will ask for the
following: |
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Callers name, address, and phone number. |
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Incident date and time. |
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Incident that needs to be resolved. |
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(The CSS will then give the customer an incident control number) |
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After the call has ended the CCS will notify the appropriate manager
and the incident will be resolved as quickly as possible. |
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Once the incident has been resolved, the manager will then call
the CCA hotline and they will log the following: |
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The action taken to resolve the situation. |
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The time the situation was resolved. |
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After this has been done the CSS will then return the call to the
customer explaining that the issue has been resolved. They will also log the following: |
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The name of the person that received their call. |
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The time of the phone call. |
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