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  1. Surveys
  2. 2011
  3. January
  4. C
  5. Customer Service Telephone Survey
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Exit Survey »
 
 
Good day:
You are invited to participate in the (Lincoln) MIS-Telecom survey related to Service Excellence and Operator Etiquitte. Approximately 100 people will be asked to complete this survey that asks questions about how well the telecom staff responds to your needs. It will take just a few minutes to complete the questionnaire.

Your participation in this study is completely voluntary. We are hopeful that the result of this survey will aide in helping us improve our business practice as well as operational performance. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn from your opinions and establish a framework by which we can improve the overall process.

Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. If you have questions at any time about the survey or the procedures, you may contact James Carr Dir MIS at [718-579-5566] or by email.

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
 
 
 
In your most recent customer service experience, how did you contact the representative?
 
In Person
 
Telephone
 
 
 
About how long did you have to wait before speaking to a operator / staff representative?
 
I was taken care of immediately
 
Within 3-5 seconds
 
5-10 seconds
 
10-15 seconds
 
More than 20 seconds
 
More than 60 seconds
 
 
 
Do you agree or disagree? The operator or staff representative handled my call inquiry quickly
 
Strongly Agree
 
Agree
 
Neutral
 
Disagree
 
Strongly Disagree
 
 
 
How would you best describe what happened during this interaction
 
Quickly addressed the call
 
Kept me waiting or on hold
 
Had to explain several times
 
Didn't know how to handle issue
 
Had to ask others
 
Other
 
 
This next series of questions - details the characteristics and etiquette of Your Telecom Operator and Service Representative. How well do each of the following best describes our telephone operators ? 1 = Very unsatisfied 5 = very satisfied
Very Unsatisfied Unsatisfied Neutral Satisfied Very Satisfied N/A
Patient
Enthusiastic
Friendly
Listened carefully
Courteous
Responsive
 
 
Each month we evaluate compliance to the "STANDARDIZED GREETING" as set forth by our Service Excellence campaign. When you call how satisfied are you with the replies;
Poor Below Average Average Good Excellent
Thank you for calling
Did Operator Provide Their Name
Statement of how can I assist/help...
Thank you for choosing Lincoln
 
 
 
Given the previous response how would you rank in order of consistency the compliance to the Standardized Greetings across the Tours. Please Rank from (1-3) 1 = the best 3 the least
Tour I (Mid-8AM)
Tour II (8AM-4PM)
Tour III (4PM-Mid)
 
 
Of the 3 shifts how satisfied are you with the following categories when asked to perform or initiate these functions. On a scale of 1-10 please rate the performace as 1= unsatisfactory - 10=exceptional
1 - 2 Unsat 3 - 4 Marginal 5 - 6 Average 7 - 8 Above Average 9 - 10 Exceptional
Page the service On Call
Initiate Code (RRT, 126, BEST)
Overhead Page
Disaster drills
General information
Directory Assistance
Transfering call
Other
 
 
There are a series "common phrases" that help maintain a sense of calm and professionalism or "cool" when communcating with the customer (in this case you). Of the choices below please rank how often they are used when you are dealing with the staff.
1 - 2 Unsat 3 - 4 Marginal 5 - 6 Average 7 - 8 Above Average 9 - 10 Excellent N/A
Greeting (Good "______" Ms or Mr. ________ may I help you
Sorry to keep you waiting
Thank you for holding
Please hold while I connect _____
It was nice talking to you
Your welcome
May I help you
My pleasure
Thank you for calling Lincoln
Is there anything else I can assist you with
 
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