Techongly

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By: Travious Brooks

CIS/205 - MANAGEMENT INFORMATION SYSTEMS

May 10, 2010

MICHAEL SUDER

University of Phoenix

Abstract

Executive Summary: The day and life of a customer service worker, hello I work for Att in the Warranty Dept and what we due in my dept is troubleshoot cellular phone devices and laptop air cards. We deal with many of the mainstream manufactures for phone from you high-end PDAs phones up to your basic flip phone. When Att customers are having problems with there phones and the problem is determine to be a manufactures defect then there are sent to our department. Some of the most common problems that we deal with on a daily basis are when a customer can not make are receive phone calls are they are having problem with there display, like lines going threw them are if the battery is not holding a charge. This is when we start troubleshooting the device with all the different system that we have to see if we can resolve the issue. We use a multitude of different system to do basic to advanced trouble shooting to see if we can resolve the customer issue so we don’t, have to send them another phone.

Business Processes: When a customer calls in we have a system that prepops the customers number and then we verify then account so that we can help the customer once we make sure that we are talking to the right person .After that then we find out what the customer issue is so that we now which systems to use . Lets say that we have a customer that is calling in about a P4600 which is and HTC fuse PDA phone and the customer states that the phone is freezing .The first thing that we would due is probe the customer so that we can get closer to the route of the...