Customer Contact

Abstract

Working in a telecommunication company one would believe that the communication within the organization would flow smoothly. This is not always the case though. An example would be our account documentation process. There are some discrepancies between departments on what is required in comments and who is able to asses specific remark on user accounts. The purpose of this paper is to outline and review the remark process for Verizon Wireless in regards to our Wireless Data Technical Support department.

There are two different ways to document on a customers account. First, the general remarks field which is viewable by all levels of employee across all departments. These remarks are typically general in nature to the account, such as noting Authorized Contacts, changing a billing address change, or noting that a customer called in with a question of some sort. The other is known as Case Analysis. This type is specific to the Wireless Data Technical Support department. Case Analysis includes such notes as complete troubleshooting steps that were followed, where as remarks should simply contain that the customer called and the problem was fixed.

The bottom line for remarks is to follow the guidelines that are set forth. Verify account if any changes will effect billing, put only summary comments in the remark field. Be clear concise ant to the point. Provide clear disclosure of any term and conditions, and do not forget to add your ID tag to the account to show your reasons for accessing it. All these materials cal be accessed via company databases and should be periodically.

Introduction

“We believe integrity is at the core of who we are. It establishes the trust that is critical to the relationships we have. ” Verizon Wireless Credo (2006) Businesses must communicate, both with their customers and within; amongst the various departments that function to support the business. There is an obvious need for communication with customers to be accurate, but also and even more important the communication that takes place inside the walls of the company needs to be concise and efficient.

Wireless Data Technical Support (WDTS) is a department within the structure of Verizon Wireless. Its primary purpose is to support customers with advanced devices such as mobile air cards for PC’s, Blackberry handhelds, and other PDA devices. With such a technical business need from our customers, it is critical that accounts be remarked properly. I will review the process in which WDTS documents customer accounts. In doing so, I will review selections from internal policy related documents, training material, and reference an interview with someone who is responsible for the follow-up of account remarks.

Our customers are counting on us to be accurate in our communication and documentation when we process changes or updates to their accounts. A part of the Verizon Wireless Worry Free Guarantee says, “Your problem is our problem the first time you call” these things are at the core of what we believe as a company. This is why having a discrepancy in remarks on a customer account is not an option for us if we want to continue the world-class customer service that Verizon Wireless is known for.

Remark Types and Account Verification

The WDTS department uses a program called ACSS (Automated Customer Support System) to process interaction and documentation with our customers. The system interacts with our different billing systems that are around the country i.e. Vision and I2k. “Remarks are intended to document the 3 W’s – the “who” “what” and “when” –of a conversation with a caller or Verizon Wireless customer. It must entered in the Account Remarks section of ACSS.” WDTS-VZW Remarks Policy WDTS uses both Account Remarks, which are viewable by anyone and Case Analysis remarks, which are internal to WDTS to document specific troubleshooting steps.

The ACSS system is used to access customer accounts, as a part of that process WDTS coordinators are required to verify those accounts.

There are two main types of customer classifications that might appear on an account.

1. Account Holder

The account holder is the person who established the account under their social security number and is financially responsible for it. The account holder is the sole responsible party for the account and has unlimited access. WDTS Foundation Material Participant Guide (12/2006)

2. Authorized Contact

Individual authorized by the account holder to have limited access to the account. This