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GA Feedback System Training

Feedback Tracking Policy. Documents the complaints, comments, and inquiries of customersEmployees are expected to enter complaints into the centralized systemEmployees will respond to feedback within 48 hours (2 working days). Important to Remember. Employees are expected to respond within 48 hour

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GA Feedback System Training

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    1. GA Feedback System Training PCA Meeting November 10, 2004

    2. Feedback Tracking Policy Documents the complaints, comments, and inquiries of customers Employees are expected to enter complaints into the centralized system Employees will respond to feedback within 48 hours (2 working days)

    3. Important to Remember Employees are expected to respond within 48 hours. They do not need to resolve all complaints and inquiries within that time, they just need to make an initial response.

    4. Feedback Page

    5. Entering Feedback Customers route their own feedback based on a list of topics, ranging from parking to surplus to visitor information. Central Stores and State Contracts and Purchasing feedback is sent to us.

    6. Feedback Confirmation - Web

    7. Feedback Confirmation - Email

    8. Responding to Feedback Once feedback has been entered, the clock starts ticking. The first response is due within 2 business days. Currently the automated feedback requests for PCA are sent to Servando and PCAMail. From PCAMail, the feedback may be forwarded to anyone in OSP.

    9. Review Feedback

    10. Responding to Feedback

    11. Responding to Feedback

    12. Managing Your Feedback I contacted the customer, how do I note that? Add a note, and change the �Set Contact Date� to the appropriate day and time. If you have resolved the issue, you can change the status as well. If you wish for a reminder to be sent, set the reminder date.

    13. Managing Your Feedback How do I reassign a feedback? Change the staff in the �Assigned to� field. If the question falls out of OSP�s area entirely, change the Assigned Division to the correct one. The �Assigned to� field will then update with the staff of that division.

    14. Create New Feedback

    15. Entering Feedback According to the policy, when Employees receive complaints via Email, phone, or in-person visit that cannot be immediately resolved, they are expected to enter them into the centralized system as they are received. Complaints only: Comments and Inquiries are not required to be entered

    16. Complaints Complaint: And expression of dissatisfaction Comment: A general observation Inquiry: A request for information

    17. Feedback Reports Viewing single feedback by ID # View a list of feedback by date Summary of Feedback Received List of overdue contact feedback Summary of meeting the service commitment Customer Evaluation Summary

    18. Questions?

    19. Live Links Feedback Policy Feedback Entry Page (for external customers) Internal Feedback Entry My Feedback Assignments Feedback Reports

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