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  1. #1
    NearThere is offline Member
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    Default Communication policy

    A friend of mine was asked to write up a internal company policy for his boss (truely, this is not a my-friend-has-a-rash-and-he-wants-to-know-if... type of thing), and needs some experts' opinions on the wording, style, clarity, etc. What he's definitely looking for is for it to be more concise and precise. I'd appreciate anyone's help and this is somewhat urgent, he needs to turn it in tomorrow morning that's 8 hours away. Thanks in advance.





    Recently, our XXX team has spoken with a number of XXX customers who when calling in to migrate to XXX Wireless were told either their phone number doesn't qualify to migrate and needed to order a new XXX phone or when calling to check on a migration order were sold a XXX phone by consultants not authorized to do migrations.

    In many cases, the customers had already received a XXX phone making it extremely difficult for our consultants to retrieve their phone number. Additional customer impacts include:

    * Not receiving the benefits of the migration offer (free phone, $25 discount, waived shipping, free phone book transfer etc...)

    * Continued wireless billing from XXX and a separate wireless bill from XXX. These customers eventually receive a deactivation charge from XXX requiring them to contact XXX to resolve and eventually forcing them to ship their handset back to XXX and restart the migration process.

    Customer experiences such as these damages both companies image and leave people feeling that we don't care about them or their business. Additionally, they impact our partnership with XXX as their frontline employees and managers attempt to resolve problems we have created.

    Lastly, consultants who show blatant disregard for our customers by trying to gain revenue and product buckets for something that is not a true sale may be risking their jobs as this can be considered a policy and or code violation.

    The addition of XXX Wireless allows us to offer the very best telecom and entertainment solutions in the industry! It's ours for the taking, let's take it by offering world class service on every call.

    Regards,


    XXX

  2. #2
    Anglika is offline No Longer With Us
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    Default Re: Communication policy

    Quote Originally Posted by NearThere View Post
    A friend of mine was asked to write up a internal company policy for his boss (truely, this is not a my-friend-has-a-rash-and-he-wants-to-know-if... type of thing), and needs some experts' opinions on the wording, style, clarity, etc. What he's definitely looking for is for it to be more concise and precise. I'd appreciate anyone's help and this is somewhat urgent, he needs to turn it in tomorrow morning that's 8 hours away. Thanks in advance.





    Recently, our XXX team has spoken spoke with a number of XXX customers who, when calling in to migrate to XXX Wireless, were told either their phone number didn't qualify to migrate and needed to order and that they must a new XXX phone or, when calling to check on a migration order, were sold a XXX phone by consultants not authorized to do migrations.

    In many cases, customers had already received a XXX phone, making it extremely difficult for our consultants to retrieve the original phone numbers.

    Additional customer impacts include:


    * Not receiving the benefits of the migration offer (free phone, $25 discount, waived shipping, free phone book transfer etc...)

    * Continued wireless billing from XXX and a separate wireless bill from XXX.

    These customers eventually receive a deactivation charge from XXX, requiring them to contact XXX to resolve and eventually forcing them and to ship their handset back to XXX and restart the migration process.


    Customer experiences such as these damages both companies' image and leaves people feeling that we don't care about them or their business. Additionally, they impact on our partnership with XXX as their frontline employees and managers attempt to resolve problems we have created.

    Lastly, consultants who show blatant disregard for our customers by trying to gain revenue and product buckets for something that is not a true sale may be risking their jobs as this can be considered a policy and/or code violation.

    The addition of XXX Wireless allows us to offer the very best telecom and entertainment solutions in the industry! The world's ours for the taking. Let's take it by offering world class service on every call.

    Regards,


    XXX
    Not quite sure what is meant by "product buckets".

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