Customer Service Overview

1. Customer Service Overview Denise Navarro & Dawn Canty-Saunders

2. Customer Service Focus • Processes • Tools • Documentation • Training • Continuous improvement

3. Issue? Issue? 2 1 2 1 Customer Service Overview Pre-Order Quality Assurance (QA) No Submit to C/H C/H Response RFQ RFQ Review Return to Customer Yes Order QA Receive Order (Pull & Prep) Yes Log Order Classify Order QA No Problem Processing QA Process Order Reconcile Update Order Post-Order Customer Satisfaction Survey Fill Order Contract Holder Report Reconciliation Surcharge Report End Help/Customer Satisfaction/Quality Assurance (occurs throughout) Quality Assurance (QA) Coordinator Legend: Sr. / Customer Service Rep (CSR) Contract Holder (C/H) Customer Customer Service Manager (CS Mgr)

4. Does RFQ have Attachment? Does RFQ have Proprietary Info? RFQ automatically Forwarded to C/Hs No RFQ Review Yes Return to Customer; Request removal Yes Provide liaison support between customers/C/Hs Yes No Review daily Pending quote Report for Consistency of RFQs RFQ Status = Do Not Contact Customer ? No Assist customers with edits/deletions to RFQs Contact C/Hs if No response after Reply date expiration End

5. Processing Order Pre-screen/ Classify* End Ready to Process Status ‘Screened’ Assign to CSR for Processing Auto-move to ‘Completed’ Folder/Status Process Order Status must be ‘SR Done’ or ‘Screened’ Archive No Problem found? Yes Return to ‘Problem Orders’ • Assigned CSR double-checks that order is ready • If Problem found, assign Status and work toward resolution • Remember to record info into problem tracking log • If no Problem - PROCESS • Status must “Screened” to Process! • Order is moved to appropriate folder for future reference

6. Order Status

7. Q-App Resolved**? Problem Orders • Log into Q-App • Assign Status ‘Problem’ • Route to appropriate Customer Service Representative (CSR) for resolution • Notify Contract Holder of problem/issue • Assigned CSR determines resolution. • If Resolved, • Status = Received • Return to ‘Classify’ • If Unresolved • Status = Invalid • CSR returns order to Central Bin • For all, confirm final outcome and record in tracking log Pre-screen/ Classify* Assign for Resolution “Help Desk” Tracking Enter Contract Holder; Auto-notify of Problem Status ‘Invalid’ Auto-move to Invalid folder No Status ‘Received’ Yes Return to Classify Return to Central Bin “Help Desk” Tracking, Lessons Learned, Metrics Confirm & Record Outcome **During resolution, contact customer as last resort

8. Q-App SEWP Business / Unreadable Pre-screen/ Classify* ‘SEWP Business’ Unreadable Status ‘Unreadable’ Auto move to Resolved / Unreadable Folder Status ‘SEWP Business’; Assign for Resolution End • Log into Q-App • If SEWP Business-related, assign Status and route to appropriate SEWP personnel for resolution • Remember to input business info into tracking log • If Unreadable, assign Status • Order is moved to appropriate folder for future reference

9. Quality Assurance • QA Coordinator responsible for ensuring that quality is instilled within the Order Process, at key points from initial entry to closure • Focus is on internal quality assurance issues: • Conducting periodic reviews • Identifying / eliminating common problems • Assessing reports/information from vendors • Tracking quality issues • Remedying issues • Determining next level of review, as necessary • Performing corrective action

10. Need Help? • Help Desk - (301)286-1478 • Contract holder requests for help with orders: • orderhelp@sewp.nasa.gov • Non-contract holder requests for help: • help@sewp.nasa.gov • Request for RFQ Help • rfq@sewp.nasa.gov • Contract holder requests for help (non-order) • chhelp@sewp.nasa.gov