10j CE Work Flow

Term

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3E6s are responsible for ______________________ and _____________________ service request(SRs) as they are submitted by customers

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Terms in this set (18)

3E6s are responsible for ______________________ and _____________________ service request(SRs) as they are submitted by customers

reviewing, validating

If the SR has a discrepancy you must do what?

communicate it to the customer

what are the two places, communication guidance is outlined?

AFH 33-337 (tongue & quill) & AFMAN 33-326 (preparing official communication)

The goal is ______________________ _____________________ needs while assisting in a helpful, efficient, manner and maintaining the highest standard of professionalism

balancing customer

few ways to effectively engage with customers

-provide clear and concise responses/explanations in terms the customer understands
-set aside personal feelings for an attitude capable of interacting with personality types across a wide spectrum
-avoid setting unrealistic timelines, and deliver on or before promised dates
-when deadlines are in jeopardy, make customers aware as soon as a delay becomes evident
-if possible, point customers to resouces your unit has that answer questions

Emergencies that are not called in via telephone; work that is not CEs responsibility; duplicate work; and work that lacks descriptions or attachments are types of

SR discrepancies

If a customer submits an emergency electronically, what should you do?

call them

Nex Gen bases should only accept calls for work during __________________________ or ___________________________

System outages or Emergency request

You will discover many of the SR discrepancies during ___________ __________

R&O review

During the R&O review, you will check the SR for

-accuracy
-feasibility
-complexity
-classification