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Tutorial Title
 
1 Cisco Service Expert Program Overview
2 The Importance of Service
3 Cisco.com Online Tools and Resources
4 Technical Assistance
Introduction
The Cisco Technical Assistance Center
Follow the Sun
Technical Assistance by Telephone
Technical Assistance via the TAC Website
Customer Satisfaction Survey
Value of Technical Assistance
Overcoming Objections
Case Study
Quote
Interactive Exercise
Review Questions
Summary
5 Software Support
6 Hardware Replacement
7 Technical Support Services Portfolio
8 Partner Technical Support Services
9 The Value Selling Approach
10 Cisco SMB Support Assistant
11 Sales Tools and Processes
  12 Business Tools and Processess
  13 Next Steps
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Module 4: Technical Assistance

Customer Sample Satisfaction Survey Template

Take a few minutes to review the example survey below to get an idea of the type of information that you can rate specific to each case:

Recently you placed a call to the Cisco TAC. We appreciate the opportunity to assist you and hope you found the Cisco TAC responsive to you. To help us ensure that we are providing the expert assistance you require, please take a few minutes to complete the questionnaire.

Thank you for letting us know how we are doing and giving us the opportunity to improve. We value the opinions as much as the business.

Sincerely,
Customer Advocacy-World-Wide Cisco TAC
 
On a scale of 1 to 5, please rate the Cisco TAC in each of the following areas in regards to the case listed above:
 
ENGINEER:
CASE ID:

DESCRIPTION: <title of the case>

(Q1) Overall Handling of Case.....................................................
(Q2) Ease of Access to help..........................................................
(Q3) Timeliness of Problem Resolution.....................................
(Q4) Communication of Problem Status....................................
(Q5) Effectiveness of Solution/Information….............................
(Q6) Technical Expertise of Engineer..........................................
(Q7) Courteous Service..................................................................
(Q8) Part Replacement - Delivery Timeliness............................
(Q9) Part Replacement - Accuracy of Part...................................
(Q10) OVERALL satisfaction of Cisco Support..........................

(1-5):
(1-5):
(1-5):
(1-5):
(1-5):
(1-5):
(1-5):
(1-5):
(1-5):
(1-5):

CUSTOMER COMMENTS:

 


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