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The IT Post-Service Satisfaction Report Template should have the user’s order information before making contact. The Tech Support Manager should be responsible for contacting new users five to ten business days after an Information Technology asset has been serviced.
The contact should be made by Tech Support staff other than the person who performed the installation or other service. This contact should consist of an introduction of the Tech Support representative and the purpose of the contact. ITAD110-1 POST-SERVICE SATISFACTION REPORT provides a script for the person contacting. The Tech Support representative should feel free to speak in a conversational style, substituting words or phrases in the IT Post-Service Satisfaction Report with those the representative feels the user will be more comfortable with.
The length and format of the contact should be determined by the user and the representative should always respond appropriately, according to the needs of the person being contacted. Upon completing the contact, the representative should ensure the completeness of ITAD110-1 POST-SERVICE SATISFACTION REPORT. If the representative encounters any unusual or informative items, requests, or comments by the user, this report should be copied to any interested parties (e.g., Sales, Engineering, Quality Control). The report should be forwarded to the Quality Assurance Manager for review and possible action.
Format: Microsoft Word 2013 (.docx)
Manual: IT Policies and Procedures Templates
Category: IT Administration
Procedure: IT Department Satisfaction Procedure ITAD110