One in particular is our method of surveying our effectiveness to our users. Currently, when service orders for new or changes in service are complete, the technician asks the user to check the work and authorize his approval by signing the technician's work order copy. If the contact person for the order is unavailable, a return call will be placed the following day to inquire as to the satisfaction of the work performed. Furthermore, a Customer Service Questionnaire is sent to twenty percent of our users to determine the quality of the job, the satisfaction with the departmental contact, training, and the cost of the service. In the event a questionnaire reveals a problem, Telecommunication Applications contacts the user to make an inquiry.
Every effort is made to rectify the problem being reported and to prevent the same in the future.
Each day, the repair center dispatcher contacts each user, reporting troubles from the previous day, to verify all service in working order. Conversely, if service order work load is light, the user will be contacted for approval to work the order ahead of schedule. A web page is being developed which will allow users to submit opportunities for improvement to the department. When departments change telephone equipment, Telecommunication Applications schedules training on, or prior to the scheduled conversion date. The training and user guides are tailored to the system being installed.