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| Customer Service Standards |
As customer service is paramount to the AccuWeather
philosophy, our Customer Assistance Center is staffed
24 hours a day, 7 days a week, to help you and your
staff with any questions, technical issues or product and
service inquiries.
When you contact our Customer Assistance Center at 814-235-8650, our staff
immediately tries to resolve any question or issue. If additional specialized
expertise is needed, your call is logged as an individual ticket, assigned, and
tracked using a specialized software program available throughout the company.
The assigned specialist resolves the ticket issue or question, contacts the
customer personally, then closes the client ticket. As part of our Quality
Assurance and Customer Service procedures, an automated escalation method
is in place to ensure that clients receive timely resolution and are satisfied.
At specified intervals, any client ticket that is unresolved by the assigned
specialist is automatically escalated to the department supervisor, then to
the manager or executive sponsor, and then directly to the Executive Director
of Customer Service for attention. This process allows us to ensure that each
client receives individualized attention and timely communication from the
Customer Service Specialist in their product line.
After ticket resolution, the Customer Assistance Center again
contacts the client to survey their level of satisfaction and
request feedback on any areas of suggested improvement. A
complete history of each customer call and ticket resolution
procedure is recorded in our internal tracking software program
so that all customer service staff are kept informed of a client's status
for future reference.
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