The Resolution
The intent of my rant was to bring to light issues that should not be repeated to anyone in the NGC customer base. Notice the term I used was NGC customer base as it affects all of you...
I advocated the following during my phone conversation with NGC and these items are to be followed up on. Again, this is what I advocated from my talking points written on my writing pad...
1. To prevent misidentified ineligibility: Create a NCS/NGC policy for collaborating on eligibility/ineligibility determination. Policy should be documented and posted online.
2. Handling of misidentified ineligibility (item was returned to submitter): Create shipping policy (state who pays); Create turnaround policy (state how long and if expedite service will /will not occur), and Create re-submittal policy (state the process and the steps to be taken). Policies should be documented, posted online, and referenced in customer service inquiry section.
3. To prevent incorrect labeling: Create an expedite resolution policy (for customer service) for a submitter found error on the Collector Order Tracking webpage. Policy should be documented and posted online. Collectors should be made aware to re-examine online invoice and review for correctness.
4. Handling of incorrect labeling (item was returned to submitter): Create shipping policy (state who pays); Create a turnaround policy (state how long and if expedite service/will not occur), and Create a re-submittal policy (state the process and the steps to be taken). Policies should be documented, posted online, and referenced in customer service inquiry section.
My rant has stopped ...
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