Case: Answering the Phone Background Information Jim Mullens likes supervising the Customer Service Unit. This unit is responsible for updating customer accounts and files as well as for providing information to customers and other employees. Typically, the customer service representatives (CSRs) he supervises answer questions about the services offered, provide information about the customer’s account, and modify the files so that they are up-to-date and correct. This unit was formed only recently, to handle the increasing volume of direct customer calls more efficiently by using the newly installed on-line customer information system. Unfortunately, the planning for the new unit was not done well. The on-line computer system was purchased and installed before the actual operations people were brought in. As a result, Jim was given the responsibility for getting the unit up and running within one week. He had to make some quick personnel selections and take care of a lot of administrative details within a short period of time. Now, three weeks after receiving the assignment, Jim feels quite a sense of accomplishment. He has been lucky that things have worked out as well as they have. In fact, the only thing Jim is concerned with now is the way in which his reps handle customers over the phone. Jim knows that good telephone etiquette is essential to the successful accomplishment of his unit’s mission, yet his reps use many different styles in answering the phone and do not follow basic rules. For example, the reps commonly neglect to put customers on hold while they search for information. When asking questions, they do not explain the reason for the inquiry; they do not verify information; and, at times, they may react defensively when they don’t know the answers. These are the major—but not the only—things they do wrong. Jim knows that he must train them in the techniques of proper phone etiquette. There is no available training program to which he can send his personnel. Therefore, he must provide the training and coaching to the reps while they are on the job. Questions: 1- Prepare a training plan for Jim to use. 2- Explain the important type communication used in this case
1-ands-On Project 10-5: Denxin2 Access to Specific Sites for ‘Specific Users rLinges-Obiectivet Configure rule Larameters to limit user access to Web functions. Description: Although Internet access has become a necessity for many organizations, this access also presents problems. Employees might abuse their Internet access and hurt produc-tivity by using social networking sites, or they could even endanger the organization by performing illegal acts through Internet access. TMG allows very specific restrictions to be configured. In this project, you create detailed restrictions for a single user. 1. On the Windows Server 2008 domain controller, create a user with the following attributes:
First name: Captain
User lotion name: lark
- In TMG, click Web Access Policy in the left frame. Click Create Access Rule in the right frame. 3. In the welcome window, type Web Abusers in the Access rule name text box, and click Next. 4. In the Rule Action window, verify that Deny is selected, and click Next. 5. In the Protocols window, FITTP and HITPS are already selected. Click Add, expand All Protocols, select FTP, and click Add. Click Close, and click Next. 6. In the Access Rule Sources window, click Add, expand Networks, select Internal, and click Add. Click Close, and click Next 7. In the Access Rule Destinations window, click Add, click the New menu, and click Domain Name Set. In the Name text box, type Social Networking Sites. Click Add, rename the New Domain as facebook.com, and click OK. From the Domain Name Sets list, select Social Networking Sam, and click Add. From the New menu, click Address Range. In the Name text box, type Linux Web Server. In both the Start Address text box and the End Address text box, type the IP address of the Linux Web server. Click OK. In the Address Ranges list, select Linux Web Server, and click Add. Click Close. Click Next. 8. In the User Sets window, select All Users, and click Remove. Click Add, and click the New menu. In the welcome window, type Web Abusers in the User set name text box, and click Next. In the Users window, click Add, and click Windows users and groups. In the Select Users or Groups window, click the Locations button. If the Windows Security window appears, enter administrator as the username and
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