These documents contain feedback from multiple customers praising the exceptional customer service of Zach Cervi. The customers gave Zach and his support interactions the highest possible ratings. They commented that Zach went above and beyond to resolve their issues, was highly knowledgeable, and provided courteous and professional service. One customer noted that Zach devoted many hours to fully resolving their problem and upgrading their system. The customers strongly recommended that Zach be recognized and retained for his exemplary technical support work.
The document discusses whether companies should hire generalists or specialists. It argues that hiring someone with both technical expertise and strong client communication skills reduces risks. The individual presented believes they fit this role, as evidenced by feedback from previous managers and peers praising their technical problem-solving abilities and client-focused support. Examples are given of helping clients and training other employees on technical issues. The individual concludes by stating they could add value to any company due to their flexibility and skills in both business and technical areas.
How To Resolve Your Support Tickets FasterHappyFox
A HappyFox Webinar On How To Resolve Your Support Tickets Faster
Learn About:
Appreciating the importance of measuring Mean Resolution Time.
Tracking and managing Mean Resolution Time.
Methods to improve Mean Resolution Time of your support process.
How HappyFox Help Desk helps you to improve your Mean Resolution Time.
[VFS 2019] Project Management for AI-based Product - A Better ApproachNexus FrontierTech
As a Technical Consultant at Nexus FrontierTech and a PMP Training lecturer, Eugene Nguyen has a lot of experience with AI project management. This will present a new approach to the activity with AI-based product.
6 Top Tips For Employee Engagement in the Contact CentreRant & Rave
The document discusses common complaints from contact center employees and provides tips for improving employee engagement. It identifies the top complaints as feeling out of the loop, not receiving praise from customers, and pressure from high call volumes. The tips suggest using proactive communication to keep employees informed, sharing customer feedback, automating routine communications to reduce pressure, understanding root causes of customer issues, soliciting employee feedback, and using gamification to motivate employees. Case studies from companies that used the described tools are also provided.
This document discusses effort estimation in agile projects. It recommends estimating tasks by relative size using story points rather than absolute time values. Planning poker, where a team privately selects effort estimate cards and then discusses them, is advocated as it emphasizes relative estimation and reduces anchoring bias. Velocity, the number of points a team can complete per iteration, is key for planning and adjusting for estimation errors over time. Burn down charts also increase visibility of progress.
The document provides information on a proposed project to improve the efficiency of the Trinidad and Tobago licensing office. It includes an introduction, problem definition, analysis of the problem through interviews and questionnaires, identification of two potential solutions, and selection of the preferred solution. The preferred solution involves establishing a driver's education program in high schools and introducing a new keycard system that would store license information electronically, allowing it to be accessed online or via a mobile device. This solution aims to permanently solve the office's inefficiency problems by phasing out the old paper-based system and creating an electronic database, though it would be more complex and costly to implement.
This document contains several client testimonials praising Tadd Uttke and his team for their work on compliance projects at an insurance company. The testimonials highlight Tadd's leadership, expertise in electronic communications compliance, willingness to help others, and dedication to ensuring projects are completed successfully. Clients express appreciation for the support and guidance Tadd provides.
The document provides an overview of effective interviewing techniques. It discusses preparing for interviews by researching the company and knowing your own skills. The main types of interview questions are covered, including behavioral and case questions. For behavioral questions, the STAR method is recommended to structure responses. The document emphasizes practicing interviews and following up with a thank you letter. Proper dress, arriving early, and turning off electronics are also addressed.
The document discusses whether companies should hire generalists or specialists. It argues that hiring someone with both technical expertise and strong client communication skills reduces risks. The individual presented believes they fit this role, as evidenced by feedback from previous managers and peers praising their technical problem-solving abilities and client-focused support. Examples are given of helping clients and training other employees on technical issues. The individual concludes by stating they could add value to any company due to their flexibility and skills in both business and technical areas.
How To Resolve Your Support Tickets FasterHappyFox
A HappyFox Webinar On How To Resolve Your Support Tickets Faster
Learn About:
Appreciating the importance of measuring Mean Resolution Time.
Tracking and managing Mean Resolution Time.
Methods to improve Mean Resolution Time of your support process.
How HappyFox Help Desk helps you to improve your Mean Resolution Time.
[VFS 2019] Project Management for AI-based Product - A Better ApproachNexus FrontierTech
As a Technical Consultant at Nexus FrontierTech and a PMP Training lecturer, Eugene Nguyen has a lot of experience with AI project management. This will present a new approach to the activity with AI-based product.
6 Top Tips For Employee Engagement in the Contact CentreRant & Rave
The document discusses common complaints from contact center employees and provides tips for improving employee engagement. It identifies the top complaints as feeling out of the loop, not receiving praise from customers, and pressure from high call volumes. The tips suggest using proactive communication to keep employees informed, sharing customer feedback, automating routine communications to reduce pressure, understanding root causes of customer issues, soliciting employee feedback, and using gamification to motivate employees. Case studies from companies that used the described tools are also provided.
This document discusses effort estimation in agile projects. It recommends estimating tasks by relative size using story points rather than absolute time values. Planning poker, where a team privately selects effort estimate cards and then discusses them, is advocated as it emphasizes relative estimation and reduces anchoring bias. Velocity, the number of points a team can complete per iteration, is key for planning and adjusting for estimation errors over time. Burn down charts also increase visibility of progress.
The document provides information on a proposed project to improve the efficiency of the Trinidad and Tobago licensing office. It includes an introduction, problem definition, analysis of the problem through interviews and questionnaires, identification of two potential solutions, and selection of the preferred solution. The preferred solution involves establishing a driver's education program in high schools and introducing a new keycard system that would store license information electronically, allowing it to be accessed online or via a mobile device. This solution aims to permanently solve the office's inefficiency problems by phasing out the old paper-based system and creating an electronic database, though it would be more complex and costly to implement.
This document contains several client testimonials praising Tadd Uttke and his team for their work on compliance projects at an insurance company. The testimonials highlight Tadd's leadership, expertise in electronic communications compliance, willingness to help others, and dedication to ensuring projects are completed successfully. Clients express appreciation for the support and guidance Tadd provides.
The document provides an overview of effective interviewing techniques. It discusses preparing for interviews by researching the company and knowing your own skills. The main types of interview questions are covered, including behavioral and case questions. For behavioral questions, the STAR method is recommended to structure responses. The document emphasizes practicing interviews and following up with a thank you letter. Proper dress, arriving early, and turning off electronics are also addressed.
How to Gather Useful, Usable Customer Satisfaction FeedbackNaomi Karten
Do you know what your customers really think? Many organizations have woefully inadequate processes for gathering customer satisfaction feedback – processes that lead to distortion and misinterpretation rather than useful, usable information. In this presentation, I focus on key issues in planning, designing, gathering and using customer satisfaction feedback, and review some of the most blatant feedback-gathering flaws as well as some of the most subtle ones. I also describe the interesting approaches some organizations have used to gather feedback. This presentation includes numerous examples of what to do – and what not to do – to gather meaningful, actionable feedback.
The document contains reviews from consultants who have completed training at Mobile Apps Company. They provide positive feedback about the intensive 6-week training program and highlight the comprehensive technical and soft skills training. They also praise the accommodations provided during training and compensation received. The reviews emphasize that the training prepares consultants to be well-rounded and equipped to succeed in interviews.
The document contains several unsolicited letters from customers praising the work of Scott, a technical support engineer. The customers describe Scott as very knowledgeable, willing to provide detailed explanations to help customers understand issues, having strong technical skills and instincts, going above and beyond to help customers solve problems, and being a pleasure to work with. The customers recommend giving Scott a raise and hold other support engineers to his high standard of service.
The document discusses the MED Contact Centre in New Zealand, which handles contacts for multiple government agencies. It provides statistics on the centre's performance, describes its quality systems and culture of continuous improvement, and highlights positive feedback received about the excellent customer service provided.
The document discusses the MED Contact Centre in New Zealand, which handles contacts for multiple government agencies. It provides statistics on the centre's performance, describes its quality systems and culture of continuous improvement, and highlights positive feedback received about the excellent customer service provided. The centre aims to deliver a high quality client experience through innovation, excellence in service delivery, and developing its people.
The document contains reviews from multiple individuals praising the customer service of Karla Carbajal from Pakedge tech support. The reviews describe Karla as very knowledgeable, patient, personable, and going above and beyond to help customers resolve technical issues.
The salesperson is calling to discuss wireless solutions and compare them to the prospect's current provider. They ask about the prospect's carrier, contract details, pain points like costs and reception, and qualify them. The salesperson pitches their corporate plans, remote tools, and value in cutting costs and improving communications. They ask for a meeting to provide examples but understand if the prospect is not interested or unable to change currently.
This online seminar was recorded and can be accessed by clicking on the link to the right. You'll also see a link to the PowerPoint presentation. Please post additional questions to the Volunteers & Tech Forum.
Customer Satisfaction Research has two primary purposes:
1) Measure and track your effectiveness in managing customer satisfaction.
2) Provide insights for improving customer satifaction.
This document provides information about Infinity Technology Consultants, an IT services company based in Austin, Texas. It highlights that Infinity was founded in 2009, has high client satisfaction rates, and aims to provide reliable IT solutions to enable business growth. It describes Infinity's managed services, which allow businesses to hire an entire IT department at a fraction of the cost. It also shares client testimonials praising Infinity's responsiveness and quick resolution of issues.
Survey fielded by Cassie Metzger in June - July 2010. Purpose was to gather input from members of North Canton (Ohio) Executive Networking Group who have obtained new employment. Insights on the value of the networking group and factors relating to finding positions in today's economy.
The applicant, Tauhir Philander, is applying for the position of Service Centre Consultant. They currently work as a Service Centre Consultant for Korbitec and have 3.5 years of experience in customer service and IT support roles. The applicant believes they meet the requirements of the position based on their qualifications and experience providing technical support, troubleshooting issues, and assisting customers via phone, email, and in-person. They highlight strong communication and problem-solving skills as well as experience installing software, updating systems, and documenting support activities in a ticket system.
The Sales Growth Hub welcomes Mike Faherty, Founder and CEO of ProSales Connection, where he will discuss how to get the most out of sales meetings.
Getting the meeting with a prospect is only part of the battle. If you don’t know how to execute the meeting to extract the information you need in order to qualify the prospect and generate a lead, you will not be getting the most out of that extremely valuable time.
In this webinar, we will show you exactly what you need to do in your sales meetings. You will not only get better results, you will look like a rockstar in the process.
The supplier feedback process gathers information from customers periodically about their relationship and business dealings with the company to enable improvements, early resolution of conflicts, and strengthened relationships. Customers are asked to rate their satisfaction on a scale of 1 to 5 for various aspects of the supplier including order processing, fulfillment, delivery, account management, promotional supports, and problem resolution. Space is also provided for additional comments and feedback.
Tatbeek is an Egyptian ICT startup established in 2021 that provides digital transformation solutions to improve business efficiency. The document outlines Tatbeek's internship and hiring process. It describes the stages candidates go through, which include phone interviews, online assessments, in-person interviews, and potential job offers for outstanding interns. The goal is to find passionate, fast-learning, quality-oriented candidates who share Tatbeek's values and can help the company achieve its vision of maximizing efficiency globally.
Education that gets you
Skilled Professional|
Learn practical skills from the Top 1% , build real-world portfolio projects, and earn a certification. Kick start your data science career!
This document is a student's school-based assessment (SBA) project on how office equipment impacts workers at the National Commercial Bank in Savanna-la-mar, Jamaica. It includes an introduction, acknowledgements, and outlines the criteria and activities completed as part of the research process. Methodology involved distributing questionnaires to employees, conducting interviews with the manager, and observing workers. Regulations discussed include health and safety practices like a panic alarm, and staff rules prohibiting cell phone use. The document provides details of the research process and findings.
How to Gather Useful, Usable Customer Satisfaction FeedbackNaomi Karten
Do you know what your customers really think? Many organizations have woefully inadequate processes for gathering customer satisfaction feedback – processes that lead to distortion and misinterpretation rather than useful, usable information. In this presentation, I focus on key issues in planning, designing, gathering and using customer satisfaction feedback, and review some of the most blatant feedback-gathering flaws as well as some of the most subtle ones. I also describe the interesting approaches some organizations have used to gather feedback. This presentation includes numerous examples of what to do – and what not to do – to gather meaningful, actionable feedback.
The document contains reviews from consultants who have completed training at Mobile Apps Company. They provide positive feedback about the intensive 6-week training program and highlight the comprehensive technical and soft skills training. They also praise the accommodations provided during training and compensation received. The reviews emphasize that the training prepares consultants to be well-rounded and equipped to succeed in interviews.
The document contains several unsolicited letters from customers praising the work of Scott, a technical support engineer. The customers describe Scott as very knowledgeable, willing to provide detailed explanations to help customers understand issues, having strong technical skills and instincts, going above and beyond to help customers solve problems, and being a pleasure to work with. The customers recommend giving Scott a raise and hold other support engineers to his high standard of service.
The document discusses the MED Contact Centre in New Zealand, which handles contacts for multiple government agencies. It provides statistics on the centre's performance, describes its quality systems and culture of continuous improvement, and highlights positive feedback received about the excellent customer service provided.
The document discusses the MED Contact Centre in New Zealand, which handles contacts for multiple government agencies. It provides statistics on the centre's performance, describes its quality systems and culture of continuous improvement, and highlights positive feedback received about the excellent customer service provided. The centre aims to deliver a high quality client experience through innovation, excellence in service delivery, and developing its people.
The document contains reviews from multiple individuals praising the customer service of Karla Carbajal from Pakedge tech support. The reviews describe Karla as very knowledgeable, patient, personable, and going above and beyond to help customers resolve technical issues.
The salesperson is calling to discuss wireless solutions and compare them to the prospect's current provider. They ask about the prospect's carrier, contract details, pain points like costs and reception, and qualify them. The salesperson pitches their corporate plans, remote tools, and value in cutting costs and improving communications. They ask for a meeting to provide examples but understand if the prospect is not interested or unable to change currently.
This online seminar was recorded and can be accessed by clicking on the link to the right. You'll also see a link to the PowerPoint presentation. Please post additional questions to the Volunteers & Tech Forum.
Customer Satisfaction Research has two primary purposes:
1) Measure and track your effectiveness in managing customer satisfaction.
2) Provide insights for improving customer satifaction.
This document provides information about Infinity Technology Consultants, an IT services company based in Austin, Texas. It highlights that Infinity was founded in 2009, has high client satisfaction rates, and aims to provide reliable IT solutions to enable business growth. It describes Infinity's managed services, which allow businesses to hire an entire IT department at a fraction of the cost. It also shares client testimonials praising Infinity's responsiveness and quick resolution of issues.
Survey fielded by Cassie Metzger in June - July 2010. Purpose was to gather input from members of North Canton (Ohio) Executive Networking Group who have obtained new employment. Insights on the value of the networking group and factors relating to finding positions in today's economy.
The applicant, Tauhir Philander, is applying for the position of Service Centre Consultant. They currently work as a Service Centre Consultant for Korbitec and have 3.5 years of experience in customer service and IT support roles. The applicant believes they meet the requirements of the position based on their qualifications and experience providing technical support, troubleshooting issues, and assisting customers via phone, email, and in-person. They highlight strong communication and problem-solving skills as well as experience installing software, updating systems, and documenting support activities in a ticket system.
The Sales Growth Hub welcomes Mike Faherty, Founder and CEO of ProSales Connection, where he will discuss how to get the most out of sales meetings.
Getting the meeting with a prospect is only part of the battle. If you don’t know how to execute the meeting to extract the information you need in order to qualify the prospect and generate a lead, you will not be getting the most out of that extremely valuable time.
In this webinar, we will show you exactly what you need to do in your sales meetings. You will not only get better results, you will look like a rockstar in the process.
The supplier feedback process gathers information from customers periodically about their relationship and business dealings with the company to enable improvements, early resolution of conflicts, and strengthened relationships. Customers are asked to rate their satisfaction on a scale of 1 to 5 for various aspects of the supplier including order processing, fulfillment, delivery, account management, promotional supports, and problem resolution. Space is also provided for additional comments and feedback.
Tatbeek is an Egyptian ICT startup established in 2021 that provides digital transformation solutions to improve business efficiency. The document outlines Tatbeek's internship and hiring process. It describes the stages candidates go through, which include phone interviews, online assessments, in-person interviews, and potential job offers for outstanding interns. The goal is to find passionate, fast-learning, quality-oriented candidates who share Tatbeek's values and can help the company achieve its vision of maximizing efficiency globally.
Education that gets you
Skilled Professional|
Learn practical skills from the Top 1% , build real-world portfolio projects, and earn a certification. Kick start your data science career!
This document is a student's school-based assessment (SBA) project on how office equipment impacts workers at the National Commercial Bank in Savanna-la-mar, Jamaica. It includes an introduction, acknowledgements, and outlines the criteria and activities completed as part of the research process. Methodology involved distributing questionnaires to employees, conducting interviews with the manager, and observing workers. Regulations discussed include health and safety practices like a panic alarm, and staff rules prohibiting cell phone use. The document provides details of the research process and findings.
1. Response Summary:
Please enter the request number of the ticket you are providing feedback about:
324772
How would you rate your overall customer support experience?
Excellent
Did you feel your Technical Support Representative was knowledgeable in their explanations
and troubleshooting of your issue?
Yes
Was your interaction with the Technical Support Representative professional and courteous?
Yes
Did the response time to your request meet your expectations?
Yes
Did you meet with a technician?
Yes
Did you feel the technician was knowledgeable in their explanations and troubleshooting of your
issue?
Yes
Was your interaction with the technician professional and courteous?
Yes
Please use this area to add any additional feedback/comments.
Zach Cervi went far beyond what I expected when he responded to my request for help. Not
only did he fix the immediate problem but of his own volition suggested that I might want to
upgrade the system I was using. He subsequently appeared with a much better CPU, installed it,
and then discovered that the system would not support the scanning program my department
(Geography & GIS) was using. He took the CPU away and returned it the next day, and then
returned once more to check to see if everything was working. I have no idea how many total
hours he devoted to this but it seems there must have been rather many.
While my experiences with IT have consistently been good, no tech has previously shown the
initiative I observed in this instance. Zach is highly competent, committed, and unfailingly
congenial in his service calls to assist this technological dinosaur. I appreciate his efforts very
much. Please find a way to keep him around in a professional capacity.
Response Summary:
Please enter the request number of the ticket you are providing feedback about:
2. 332214
How would you rate your overall customer support experience?
Excellent
Did you feel your Technical Support Representative was knowledgeable in their explanations
and troubleshooting of your issue?
Yes
Was your interaction with the Technical Support Representative professional and courteous?
Yes
Did the response time to your request meet your expectations?
Yes
Did you meet with a technician?
Yes
Did you feel the technician was knowledgeable in their explanations and troubleshooting of your
issue?
Yes
Was your interaction with the technician professional and courteous?
Yes
Please use this area to add any additional feedback/comments.
Zach is always very quick to get whatever our issue is up here resolved asap and is always very
courteous as well.
Response Summary:
Please enter the request number of the ticket you are providing feedback about:
#15173-329087
How would you rate your overall customer support experience?
Excellent
Did you feel your Technical Support Representative was knowledgeable in their explanations
and troubleshooting of your issue?
Yes
Was your interaction with the Technical Support Representative professional and courteous?
Yes
Did the response time to your request meet your expectations?
3. Yes
Did you meet with a technician?
Yes
Did you feel the technician was knowledgeable in their explanations and troubleshooting of your
issue?
Yes
Was your interaction with the technician professional and courteous?
Yes
Please use this area to add any additional feedback/comments.
I'm not sure how much Zach gets paid, but he really should be getting paid more! He was
absolutely outstanding during every one of our interactions. I'd like to commend him on his
willingness to "go the extra mile" in problem-solving my remote desktop issues. I appreciate that
he took the extra time to work things out and return with an efficient solution ASAP. Thank you
for your help, Zach! I anticipate that you'll continue to be successful throughout your career.
Response Summary:
Please enter the request number of the ticket you are providing feedback about:
15173-326180
How would you rate your overall customer support experience?
Excellent
Did you feel your Technical Support Representative was knowledgeable in their explanations
and troubleshooting of your issue?
Yes
Was your interaction with the Technical Support Representative professional and courteous?
Yes
Did the response time to your request meet your expectations?
Yes
Did you meet with a technician?
Yes
Did you feel the technician was knowledgeable in their explanations and troubleshooting of your
4. issue?
Yes
Was your interaction with the technician professional and courteous?
Yes
Please use this area to add any additional feedback/comments.
Zach did a great job. I look forward to getting help from him with any future IT issues.
Thank you!
Good Afternoon, Tiffany -
I would like to write a short email to express my gratitude to Zach in your IT department for helping me get my computer
up and running earlier today. Even though he has been located away from us in Gunter, he was willing to take his own time
to get my computer set up, including a significant amount of time to be certain all printers were set up correctly, etc. The
willingness to come over and help me despite his transfer was very appreciated. As you know, faculty cannot get much work
done without their computers and internet access for online courses.t If Zach was not so kind with his time, and dedicated
to UNC faculty success, I would have had to wait until tomorrow to get any kind of work done on the first day back on
campus for fall. Zach's willingness to go out of his way to help me should be recognized as going above and beyond.
Thank you!
Karen Hessler,
Nursing