QUIZ 3 QUALITY MONITORING

**zeela** Thu Jun 05, 2008 6:11 pm

Quiz 3

Please identify the mistakes from sample case below. The words that being underline and highlight below is one of the example and please proceed the answer to Zeelawati & Zolkefli before 16th June 2008.

GROUP A : ZEELAWATI
GROUP B : ZEELAWATI
GROUP C : ZOLKEFLI

Scenarios:

i. Customer using “Single Billing”.
ii. Account customer has been closed.
iii. Customer name is “Mrs. Ann”.

~*~*~*~*~*~*~*~*~*~*~*~*CASE NOTES~*~*~*~*~*~*~*~*~*~*~*~*~*

Notes Created By: SYSTEM
Notes Created By [Group]: System Group
Notes Created Date: 09-May-2008 14:43:39
Notes Title: Change Case Status :Closed
Notes Detail:
Change Case Status :Closed

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Notes Created By: Rosmawati Ab Khalid
Notes Created By [Group]: Customer Care,ICM Group
Notes Created Date: 09-May-2008 14:33:10
Notes Title: Sent for upload. Adjustment ID : xxxx for Account No : xxxxx
Notes Detail:
Adjustment details as follow :
Adjustment ID : xxxx
Account Number : xxxx
Amount : RM 247.00
Type : CREDIT

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Notes Created By: Fasha Sandha
Notes Created By [Group]: TM Net CRM Billing
Notes Created Date: 07-May-2008 18:29:31
Notes Title: Sent for approval Adjustment ID : xxxx for Account No : xxxx
Notes Detail:
Adjustment details as follow :
Adjustment ID : xxxx
Account Number : xxxx
Amount : RM 247.00
Type : CREDIT

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Notes Created By: Fasha Sandha
Notes Created By [Group]: TM Net CRM Billing
Notes Created Date: 06-May-2008 16:27:13
Notes Title: report
Notes Detail:
Pakej : Deal Streamyx G.Lite Home 512k Basic 77 - With Modem (Streamyx in a box)
Tempoh : 20/11/07 - 25/02/08

20-Nov-2007 : ICOMS#xxxx, Error 769
20-Nov-2007 : ICOMS#xxxx, DSL Stable
20-Nov-2007 : ICOMS#xxxx, Reset Password
24-Jan-2008 : ICOMS#xxxx, mohon rebet
18-Apr-2008 : ICOMS#xxxx, rebate

TR20080387106918
Verified Date/Time :13/02/2008 15:27
Cause Category :ADSL_TmOwnModem Cause Code :DSL_ModemFault
Disposition Category :ADSL_TmOwnModem Disposition Code :DSLModem_Replaced
Completion Comments :tukar alat modem oleh sabri ctn 0135304016- j/s no 127520/ cfm with sub mr ng ok- 7/2/08..

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Notes Created By: Fasha Sandha
Notes Created By [Group]: TM Net CRM Billing
Notes Created Date: 30-Apr-2008 09:12:04
Notes Title: Change Case Status : OPEN
Notes Detail:
Change Case Status : OPEN

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Notes Created By: Kedai Telekom Ipoh
Notes Created By [Group]: TM_Point
Notes Created Date: 18-Apr-2008 17:25:04
Notes Title: rebate
Notes Detail:
*****THIS IS AN EXISTING CASE*****

please check the status of rebate since the report is closed..customer no loger using the email given..
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~*~*~*~*~*~*~*~*~*~*CASE RESPONSES~*~*~*~*~*~*~*~*~*~*~*~*~*

Response ID : 460426
From: Fasha Sandha
To : annajoe@yahoo.com
<Status:Bounced>

CC : Not Available

BCC : Not Available

Date: 06-May-2008 17:31:13
Status : Mail Sent
Subject: rebate

Dear Mr. Ang,

Thank you once again for bringing this matter to our attention.

We write in response to your request at TMpoint Maluri dated 18th April 2009 pertaining to the matter above.

We regret that your Streamyx connection does not function to the expected level of efficiency.

Please note that I have suggested a rebate for the connection issue experienced from February 2007 until April 2008. This has been proposed by our management. Once approved, the adjustment will be reflected within a month from the date of this e-mail.

We wish to take this opportunity to thank you for your continued patience and understanding, as well as extend our appreciation for your continued support of TM. We wish to assure you that we are constantly improving our service and listening to customer feedback to further improve on the level of our service and customer satisfaction.

For further assistance or feedback, kindly e-mail us at: help@tm.com.my.
Alternatively, you may also contact TM at 100 and select "Internet Services".

Thank you.

Regards,
Fahrin Ahmad
Customer Care Representatives, Internet Services,
Customer Service Management,
TM Retails

www.tm.net.my

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