[283] in IS Home Pages
Top 10 followup
daemon@ATHENA.MIT.EDU (Kris Nyzio)
Tue Nov 10 09:55:12 1998
Date: Tue, 10 Nov 1998 09:51:01 -0500
To: 5help@MIT.EDU
From: Kris Nyzio <knyzio@MIT.EDU>
Cc: cavanna@MIT.EDU, telecom-csr@MIT.EDU, is-home@MIT.EDU
Hello Help Desk,
I have formulated ten questions that I think might be asked frequently at
your telephone repair help desk. I have also answered what I can, but it
would be very helpful to get some of the blanks filled in by the people who
actually field the calls on a daily basis. I posted what I have done so
far at the following address:
http://web.mit.edu/is/tel/help-ten.html
Please take a look at this page when you can. Any assistance you can offer
would be greatly appreciated not only by me but by the IS home pages team
that is monitoring the development of these pages.
I'm also forwarding this to the CSRs because some of them were very helpful
in assisting me with answering my questions on their page, so maybe they
could offer some feedback on this one as well.
Thanks,
Kris
>Mime-Version: 1.0
>Date: Tue, 3 Nov 1998 13:12:26 -0500
>To: 5help@MIT.EDU
>From: Kris Nyzio <knyzio@MIT.EDU>
>Subject: Top 10
>Cc: cavanna@MIT.EDU
>
>Hi Help Desk,
>I am trying to compile a list of the top 10 repair calls that you receive
>and follow them with a list of your typical responses so that they can be
>posted on the web. For example, one of the most frequently reported issues
>might be that the customer's message light is always on/off, then follow it
>with the response (instructions) you would give to the customer. The
>questions don't have to necessarily be the exact 10 (you don't have to run
>any reports). For issues that involve a tech call (problems they can't fix
>themselves), we could write that a call must be put in to 5help and
>atechnician needs to be dispatched for it and how long they should expect
>to wait for it to be repaired by (1 full day). An example for this might
>be a NDT on an ISDN set.
>Any feedback you could give me on this would be very helpful. I will be
>working on this page and a few other telecom pages this week and early next
>week.
>Thanks,
>Kris
>
