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					FLOW CHART:                          Basic Input
                                Receiving the complaint
                                  from the customer
                                   (e-mail or phone)

                               (em

                                       Visit
                                      onsite ?


                                                            Customer information and
  Forward phone or e-mail to
                                                              complaint description
       client consulting
                                                            (Generating form 1BB-2B)
    department (No further
            action)
                                                           Assigning a customer service
                                                             employee to address the
                                                          customer problem (forwarding
                                                             email and form 1BB-2B)



                                                          Going through 1BB-2B form and
                                                            contacting the customer to
                                                             schedule an on-site visit


                                                            On-site visit by the customer
                                                            service employee to trouble
                                                           shoot the problem complained
                                                                    by customer

                                                          (em



                                      Problem
                                       found?



     Customer service
employee makes it clear to                                 Hardware
 the customer completely                                  problem or
  about section 2 of Form                                  Software
   1BB-2B, gets customer                                   problem?
signature at the bottom of
    section 2 and leaves

(em
 Customer service employee                             Customer service employee
   completes the formalities                            completes the formalities
 (filling the 2CC-5C form) and                        (filling the 2AA-5A form) and
      replaces the software                                replaces the hardware



Service employee Performs a                       Service employee Performs a
test to make sure if the                          test to make sure if the problem
problem is fixed and gets the                     is fixed and gets the 1BB-2B
1BB-2B form signed and then                       form signed and then leaves the
leaves the site                                   site




                                 TASK ACCOMPOLISHED

				
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posted:11/15/2011
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Description: Project and seminar Topics