Customer Service Executive Office Survey -

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Customer Service Executive Office Survey: View Response #37

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1. In your most recent Customer Service Recovery experience, how did you contact the representative?

1 = Telephone 2 = Email 3 = Flight Report
4 = Other


		1	2	3	4

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2. How long did you have to wait before speaking to a Representative via Telephone?

1 = Immediately 2 = Within 3 Minutes 3 = 3 – 5 Minutes
4 = More than 10 Minutes


		1	2	3	4

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3. How long did it take to get the written incident resolved?

1 = Immediate Resolution 2 = Less Than A Day
3 = Between 2 – 3 Days 4 = More Than A Week
5 = The Problem Is Still Not Resolved


		1	2	3	4	5

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4. How many times did you have to contact the Premium / Executive Office before the problem was resolved?

1 = Once 2 = Twice 3 = Three Times
4 = More than 3 Times


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5. Overall, how satisfied are you with the Customer Service Recovery interaction?

1 = Very Satisfied 2 = Somewhat Satisfied 3 = Neutral
4 = Somewhat Dissatisfied 5 = Very Dissatisfied


		1	2	3	4	5

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6. If you were less than totally satisfied, which element could you attribute this to?

1 = Untimely Resolution 2 = Restrictive Policy
3 = Customer Service Agent Attitude 4 = Compensation
5 = My specific concern was not resolved


		1	2	3	4	5

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Thank you for your feedback. We sincerely appreciate your opinion and will take your input into consideration whilst providing products and services in the future.

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