Customer Care a) Contractor shall comply with the applicable requirements of the Americans with Disabilities Act and provide culturally competent customer service to all Covered California Enrollees in accordance with the applicable provisions of 45 C.F.R. § 155.205 and § 155.210, which refer to consumer assistance tools and the provision of culturally and linguistically appropriate information and related products.
Customer Care. The Contractor must develop appropriate, interactive scripts for call center staff to use during initial welcome calls when making outbound calls to new Members and to respond to Member calls, which are subject to Division approval prior to use. The Contractor’s call center staff must also use a Division-approved script to respond to Members who call to request assistance with PCP selection. The Contractor must develop special scripts for emergency and unusual situations, as requested by the Division. All scripts must be clear and easily understood. The Contractor must review the scripts annually to determine any necessary revisions. The Division reserves the right to request and review call center scripts at any time. All call center scripts must be submitted by Contractor to the Division for review and approval thirty (30) calendar days prior to use. Under no circumstances will unlicensed Member services staff provide health-related advice to Members requesting clinical information. In such cases, these calls must be immediately transferred to clinical personnel during regular business hours, as defined above. The Contractor must ensure that all such inquiries are addressed by clinical personnel acting within the scope of their licensure to practice a health- related profession. The Contractor’s internal staff is required to ask the callers whether they are satisfied with the response given to their call. All calls must be documented and if the caller is not satisfied, the Contractor must ensure that the call is referred to the appropriate individual within the Contractor for follow-up and/or resolution. This referral must take place within forty-eight (48) hours of the call. The Contractor is not permitted to utilize electronic call answering methods, as a substitute for staff persons, to perform this service after business hours. The Contractor shall randomly select and record calls received at the call center and monitor no less than three percent (3%) of calls for compliance with customer care guidelines. The Contractor will report the findings of these audits to the Division via a quarterly Deliverable report. The Contractor will make recordings available to the Division upon request within five (5) business days. The Contractor shall maintain the recordings for at least six (6) months.
Customer Care. The employee-owners of Cape Air strive to provide our Customers with a travel experience that is a cut above the rest. We live by the mantra, MOCHA HAGoTDI, which means Make Our Customers Happy And Have A Good Time Doing It. Listening to and learning from our Customers is key to our ability to serve well. Whether you have a complaint or a comment, we appreciate your time in giving us the opportunity to understand your needs. We will acknowledge receipt of any complaint from you in writing within 30 days of receiving that communication. Your complaint will be addressed as soon as possible, but no later than 60 days after receipt. Please feel free to contact our Customer Care office by email to email@example.com or by mail to Cape Air Customer Care, 000 Xxxxxxxxxx Xxxx, Xxxxxxx, XX 00000. If a third-party submits a complaint on behalf of a customer, the third party must provide evidence along with the complaint that it has the authority to act on the customer’s behalf. Evidence of authorization shall include a signed letter from the customer or an executed power of attorney authorizing the third party to act on behalf of the customer. Third-parties must submit this evidence of authorization along with the complaint. Cape Air will not reply if evidence of third-party authorization is not provided or if Cape Air determines in its sole discretion that the evidence is incomplete or insufficient. Complaints and comments about airline service other than safety or security issues may also be registered with DOT's Aviation Consumer Protection Division (ACPD). You may call the ACPD 24 hours a day at 202-366-2220 (TTY 202-366-0511) to record your complaint. Calls are returned Monday through Friday, generally between 7:30 am and 5:00 pm Eastern time. You may send the DOT a letter at Aviation Consumer Protection Division, C-75, U.S. Department of Transportation, 0000 Xxx Xxxxxx Xxx, X.X., Xxxxxxxxxx, X.X. 00000 For deaf or hard of hearing Customers, please be advised that you may contact our Contact Center through Mass Relay (711 within Massachusetts or 0-000-000-0000 TTY/ASCII) or through your own state's relay system.
Customer Care. The Grantor and the Maintenance Company jointly agree to perform or cause to be performed customary duties and responsibilities pertaining to a Network Administrator/Customer Care Center for the Global Crossing Network, as set forth in the Customer Information Guide.
Customer Care iVillage shall use commercially reasonable efforts to perform customer care obligations as promptly as possible and, at a minimum, within the following parameters: (a) forward any electronic mail inquiries regarding any AT&T Telecommunication Services (additional requirements for the AIC Services, which is covered in the AIC Trial Plan) to AT&T as soon as possible (and within 24-hour target turn-around time) following receipt; (b) electronically notify AT&T of any problems preventing users from linking to AT&T's online registration site as soon as possible (by putting AT&T on a "priority list" of contacts maintained by its web hosting operators) of iVillage's becoming aware of its occurrence (except for the AIC Services, which will be covered in the AIC Trial Plan); (d) give AT&T at least 24 hours notice of any scheduled down time of any area of the iVillage Sites that will affect AT&T products and services, and (d) serve as Tier 1 Customer Support for the AIC Services as provided in the AIC Trial Plan. "Tier 1 Customer Support" means acting as the initial point of contact with the customers using AIC Services on the iVillage Sites and referring user questions, as appropriate, to AT&T by either email or through a FAQ link.
Customer Care. 14.1. You may contact us through our customer care centre lines or other customer care contacts provided on our Website to report any disputes, claims or discrepancies in the Service. Our customer care representatives shall handle the report in accordance with our standard complaint handling procedures.
Customer Care. The Parties will continue to develop a joint Customer Care plan. The plan will identify specific procedures and processes for handling trouble tickets, change orders, and escalation procedures between the Parties' respective customer care organizations. Additionally, the Parties will evaluate the feasibility of electronic integration of the Parties customer care systems to ensure the highest levels of customer satisfaction. The Parties agree to meet at least once every quarter to review procedures, performance measurements, and update processes. Specific responsibilities include, but are not limited to, the following: STORAGENETWORKS RESPONSIBILITIES StorageNetworks Customer Support Center (CSC) will work with GlobalCenter to create a list of questions that are frequently asked by the Customer, along with information needed to answer the questions. StorageNetworks and GlobalCenter will define the circumstances which will result in the call being escalated to StorageNetworks via the toll free CSC telephone number, 000-000-0000. StorageNetworks and GlobalCenter will develop a procedure to provide an electronic copy of incident tracking information, including the incident tracking number. GLOBALCENTER RESPONSIBILITIES GlobalCenter will provide StorageNetworks CSC with an incident tracking number for cross reference purposes and electronic copies of any information pertaining to the reason for the call. Electronic copies will be emailed to firstname.lastname@example.org an alternative electronic format has previously been implemented. The GlobalCenter incident tracking number needs to be included in the message's subject line.