Customer Service Standards Clause Samples

Customer Service Standards. Bank shall develop, or cause Program Manager to develop with Bank’s approval, customer service standards for servicing that are designed to promote customer satisfaction and to promote the preservation and growth of the customer base. Bank may require additional customer service standards; if the Bank receives any guidance, complaints or comments from any Regulatory Authority or System or is required to do so by Applicable Law, Bank, in its sole discretion, shall cause the Program Manager to alter or amend such customer service standards as necessary.

Customer Service Standards. Grantee shall comply with Customer Service Standards of the City, as the same may be amended from time to time by the City Council in its sole discretion, acting by ordinance. Any requirement in Customer Service Standards for a “local” telephone number may be met by the provision of a toll-free number. The Customer Services Standards in effect as of the Effective Date of this Franchise are attached as Exhibit A. Grantee reserves the right to challenge any customer service ordinance which it believes is inconsistent with its contractual rights under this Franchise.

Customer Service Standards. A. Except as modified by a specific provision of this Exhibit, the Franchisee shall comply with the applicable customer service standards including those set forth by the FCC in 47 C.F.R. §§ 76.309(c), 76.1602, 76.1603, and 76.1619, as such standards may be amended. A. Measurement of the standard in 47 C.F.R. § 76.309(c)(I)(ii) and § II(H) herein may include all calls received by the Franchisee at all call centers receiving calls from Subscribers, whether they are answered by a live representative or by an automated attendant. B. No increase in rates or charges shall be implemented unless each Subscriber subject to the increase in rates and charges has been notified of the change at least thirty (30) days in advance of the change. In addition, the Franchisee shall provide oral or written notification of any pending increases to rates and charges to any Person who requests Cable Service or becomes a Subscriber after any approval of increases to rates and charges but before the rate increase becomes effective. C. The Franchisee shall employ an operator or maintain a telephone answering device twenty-four hours per day, each day of the year, to receive Subscriber complaints. During Normal Business Hours, Franchisee representatives must be available to respond to customer inquiries. After Normal Business Hours, Franchisee may use an answering service or machine so long as calls are answered the next business day. The Franchisee must hire sufficient staff so that it can adequately respond to customer inquiries, complaints, and requests for service in its office, over the phone, and at the Subscriber’s residence. D. The Franchisee shall establish maintenance service capable of promptly locating and correcting System Outages. E. The Franchisee shall maintain a publicly-listed, toll-free telephone number that shall be available to Subscribers to request service calls, twenty-four hours per day, each day of the year. Franchisee shall have TDD/TTY (or equivalent) equipment, and a publicly listed telephone number for such equipment, that will allow hearing impaired customers to contact the Franchisee. Under Normal Operating Conditions, Cable System calls must be answered by a customer service representative or by an automated attendant, including the time a caller is put on hold, within 30 seconds after the connection is made. If the call needs to be transferred to a customer service representative, the transfer time may not exceed 30 seconds. Under Normal Operating ...

Customer Service Standards. Service Options; Changes in Service 12 Section 9.2 Office and Telephone 12 Section 9.3 Minimum Customer Service Standards 12 Section 9.4 Liaison 14 Section 9.5 Customer Service Survey 14 ARTICLE X BREACH; EVENTS OF DEFAULT AND REMEDIES Section 10.1 Breach by Contractor 14 Section 10.2 Breach by City 14 Section 10.3 Events of Default and Remedies of City 15 Section 10.4 Events of Default and Remedies of Contractor 16 ARTICLE XI INSURANCE AND INDEMNIFICATION Section 11.1 Insurance 16 Section 11.2 Indemnification 16 ARTICLE XII MISCELLANEOUS Section 12.1 Non-Assignability 17 Section 12.2 Equal Employment Opportunity 17 Section 12.3 Prevailing Wages 18 Section 12.4 Performance Bond 19 Section 12.5 Equipment to be Used by Contractor 19 Section 12.6 Compliance with Laws 19 Section 12.7 Care and Performance 19 Section 12.8 No Alcohol or Drugs 20 Section 12.9 Governing Law 20 Section 12.10 Severability 20 Section 12.11 Entire Agreement 20 Section 12.12 Notices 20 Section 12.13 Publicity 21 EXHIBIT A Pricing Sheet EXHIBIT B Insurance Provisions EXHIBIT C Municipal Collection Sites‌ EXHIBIT D Chapter 10 – City of Highwood Code This RESIDENTIAL SOLID WASTE COLLECTION SERVICES AGREEMENT ("Agreement") is made and entered into , by and between , (the "Contractor") and the City of Highwood, Illinois (the "City").

Customer Service Standards. DEALER and DISTRIBUTOR agree that the success and future growth of DISTRIBUTOR and DEALER are substantially dependent upon the customer's ability to obtain high-quality vehicle servicing. Therefore, DEALER agrees to: 1. Take all reasonable steps to provide service of the highest quality for all Toyota Motor Vehicles, regardless of where purchased and whether or not under warranty; 2. Ensure that the customer is advised of the necessary repairs and that his or her consent is obtained prior to the initiation of any repairs; 3. Ensure that problems on Toyota Motor Vehicles are accurately diagnosed and repairs are promptly and professionally performed; and 4. Ensure that the customer is treated courteously and fairly at all times.

Customer Service Standards. These standards shall apply to the Licensee to the extent it is providing Cable Services over the Cable System in the Town.

Customer Service Standards. (a) Nothing in this chapter shall be construed to prohibit the enforcement of any federal, state or local law or regulation concerning customer service or consumer protection that imposes customer service standards or consumer protection requirements that exceed the customer service standards set out in this chapter or that address matters not addressed in this chapter. (b) The Grantee shall maintain a local or toll-free telephone access line which is available to its subscribers and shall have knowledgeable, qualified representatives available to respond to customer telephone inquiries 24 hours per day, seven days per week. Under normal operating conditions, telephone answer time, including wait time and the time required to transfer the call, shall not exceed 30 seconds. This standard shall be met no less than 90 percent of the time as measured on a quarterly basis. Under normal operating conditions, the customer will receive a busy signal less than three percent of the time. (c) Customer service centers and ▇▇▇▇ payment locations will be open for walk-in customer transactions a minimum of eight hours per day Monday through Friday, unless there is a need to modify those hours because of the location or customers served. The Grantee and Village by mutual consent shall establish supplemental hours on weekdays and weekends as fits the needs of the community. (d) Under normal operating conditions, each of the following standards will be met no less than 95 percent of the time as measured on an annual basis. (1) Standard installations will be performed within seven business days after an order has been placed. A standard installation is one that is within 125 feet of the existing system. (2) Excluding those situations that are beyond its control, the Grantee will respond to any service interruption promptly and in no event later than 24 hours from the time of initial notification. All other regular service requests will be responded to within 36 hours during the normal work week for that system. The appointment window alternatives for installations, service calls and other installation activities will be: "morning" or "afternoon"; not to exceed a four-hour "window" during normal business hours for the system, or at a time that is mutually acceptable. The Grantee shall schedule supplemental hours during which appointments can be scheduled based on the needs of the community. If at any time an installer or technician is running late, an attempt to contact the c...

Customer Service Standards. The City hereby adopts the customer service standards set forth in Part 76, §76.309 of the FCC's rules and regulations, as amended. Grantee shall comply in all respects with the customer service requirements established by the FCC.

Customer Service Standards. Telephone and Internet Chat Standards: · Average Speed of Answer: [**] seconds or less. · Abandonment Percentage: Average not greater than [**]%. · Call Blockage: [**]% or less. · Call Quality Assessment: Average rating not less than [**]% - utilizing Servicer’s evaluation form as set forth and incorporated herein at Exhibit 1. · Borrower Satisfaction: Average rating in annual survey not less than [**]%. Correspondence Standards · Mail sorted and distributed within: Servicer’s Service Objective: [**]% within one Business Day not to exceed two Business Days on average. · General Borrower correspondence answered within [**] Business Days of receipt on average — Servicer’s Service Objective: [**] days. During peak processing months of January through March, August, and October, correspondence answered within [**] Business Days of receipt on average. (This standard shall not apply to any correspondence involving death, disability, or bankruptcy Accounts.) · Borrower Email Correspondence: Answered within an average of [**] Business Days of receipt. · School Correspondence: Answered within [**] Business Days of receipt on average — Servicer’s Service Objective: [**] days. During peak processing months of January through March, July, and September school correspondence answered within [**] Business Days of receipt on average. · Clearinghouse Correspondence (Manual Processing Only): Answered within [**] Business Days of receipt on average — Servicer’s Service Objective: [**] days. During peak processing months of January through March, June, and October through November Clearinghouse correspondence answered within [**] Business Days of receipt on average. · Deferment Processing: Processed within [**] Business Days of receipt on average — Servicer’s Service Objective: [**] days. During peak processing months of February and August through November deferments processed within [**] Business Days of receipt on average. · Forbearance Processing: Processed within [**] Business Days of receipt on average — Servicer’s Service Objective: [**] days. During peak processing months of January through March, August, November through December forbearances processed within [**] Business Days of receipt on average. · Miscellaneous Account Reviews and adjustments completed within [**] Business Days of receipt on average — there are exceptions to this process.