Flowcharting Customer Service Help Desk Essay

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Total Length: 801 words ( 3 double-spaced pages)

Total Sources: 3

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(2009). Tipskey.com. Retrieved April 2013 from: http://www.tipskey.com/article/advanced_flowchart/

Kock, E., ed. (2007). Systems Analysis & Design Fundamentals. Thousand Oaks, CA: Sage.

Mind Tools, (2012). Flow Charting. Retrieved April 2013 from: http://www.mindtools.com/pages/article/newTMC_97.htm

Phone Call In

Email In

System Creates Automatic Ticket

Elevated and Marked Urgent

Not solved

Return to customer, follow up for satisfaction

Yes

No

Yes

Cannot solve in-house

Can solve in house, instruct technician

Elevate to S

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upervisor

No

Yes

Implement olution from upervisor

Is this solved?

Yes

Receive Product Back - Test

end out to specialist; inform client of delay

Arrange for unit to be mailed in -- once it arrives, tag with Ticket number

Complete Ticket

File Report

Analyze and Address Issue

Analyze and Address Issue

No

Elevate and Assign to Tech….....

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