MINDPRIDE Computer Services

 
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OUR SERVICE PROTOCOL

 

 

 

  • Recommend corrective and maintenance services and explain to the customer which of these are required to correct existing problems and which are for preventative maintenance.

  • Offer the customer a price estimate for work to be performed.

  • Obtain prior authorization for all work to be done in writing or by other means satisfactory to the customer.

  • Make every effort to keep the customer informed about appointments and completion of deadlines.

  • Complete an itemized invoice of components and services performed.

  • Furnish the customer with information on any warranties covering components or services.

  • Exercise reasonable care for the customer's property while it is being serviced.

  • Attempt to fix the customer's problem the first time.

  • Maintain a system for fair settlement of customer complaints

  • Cooperate with established consumer complaint mediation authorities.

  • Uphold the high standards of our profession and seek to correct any and all abuses within the computer service industry.
     

All Customer Service Calls are escalated as follows:

ESCALATION LEVEL

ESCALATION TIME*

PERSON RESPONSIBLE


Level 1

90 minutes

Technician

Level 2

2 hours

Technical Supervisor

Level 3

4 hours

Franchise Operator

Level 4

Problem cannot be resolved by franchise operator.

MindPride HQ Technical Supervisor

Level 5

Problem cannot be resolved.

CEO MindPride

*Escalation times shown above are the maximum time without resolution in sight before escalation to the next level.

The Mindprided customer service call escalation procedure raises the visibility and importance of potential and actual customer dissatisfaction within the Mindpride support system. Our goal is to ensure satisfied customers and their repeat business. It is our goal to bring potential customer dissatisfaction to the attention of Mindpride management prior to the customer experiencing the dissatisfaction.

 

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MINDPRIDE CONSULTING All rights reserved.
Revised: November 21, 2007