Policies and Procedures

Subject: Policies and Procedures Sat Nov 11, 2006 5:43 pm

These policies includes:

1. What to do when customer has expired LT and has a problem which is Ink Cartridge related. Should we support them or transfer them?

Number of posts : 21 Registration date : 2006-11-28

Support it if customer has the order number for the ink.

Number of posts : 14 Registration date : 2006-11-29

Just a reminder guys. i know that in the training with Larry, he said that you can provide 2-3 troubleshooting steps to the customer for a system that has an LT expired contract.

My say on this is, it's gonna be a judgement call. if you think you can RESOLVE the issue within 5 minutes, then go ahead. if you feel its' a complicated thing, then transfer to EWS.

Just make sure that for BEST EFFORTS, ALWAYS SET CUSTOMER'S EXPECTATIONS CORRECTLY. we dont want more dissatisfied customers.