VSZ Chorus Service Experience QA

• Audit Title

• Document No.

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Customer Service Area

  CSA 7

  CSA 8

  CSA 9

  CSA 10

• Viscore/ Job Number

• Responsible Manager

• Auditee

• Company

61 Chorus Service Experience

• 61.001 Called customer beforehand to confirm appointment time

  Yes

  No

  N/A

• 61.002 Checked they were talking with the correct contact person

  Yes

  No

  N/A

• 61.003 Arrived at the customer’s premises at the agreed time

  Yes

  No

  N/A

• 61.004 Parked vehicle safely and considerately

  Yes

  No

  N/A

• 61.005 Introduced themselves to the customer as being from Chorus and gave their first name

  Yes

  No

  N/A

• 61.006 Had their Chorus ID card in clear view

  Yes

  No

  N/A

• 61.007 Confirmed the work details on the work order with the customer

  Yes

  No

  N/A

• 61.008 Clarified required work activity with the customer

  Yes

  No

  N/A

• 61.009 Customer confirmed they understood what work was being done

  Yes

  No

  N/A

• 61.01 Set and quantified expectations with customer (timing, disruption possible, access requirements etc)

  Yes

  No

  N/A

• 61.011 Used correct practices and/or statements relating to equivalence. Did not favour one service provider over another; provided correct information about pricing or services.

  Yes

  No

  N/A

• 61.012 Described the activity in language the customer could understand rather than using technical jargon

  Yes

  No

  N/A

• 61.013 Cleared away tools and materials, restored work area to original condition (no wire off-cuts left, no dust from drilling, returned furniture to original position etc)

  Yes

  No

  N/A

• 61.014 Demonstrated how to use the service(s) provided to the customer

  Yes

  No

  N/A

• 61.015 Gained agreement from the customer that the provisioned or restored service had been completed satisfactorily

  Yes

  No

  N/A

• 61.016 Completed documentation – as per Chorus guidelines

  Yes

  No

  N/A

• 61.017 Left a Customer Service Support Card

  Yes

  No

  N/A

• 61.018 Promptly informed Service Company Dispatch Centre work had been completed and all relevant systems updated – as per Chorus guidelines

  Yes

  No

  N/A

• 61.019 Informed Dispatch Centre of any issues requiring follow up (as appropriate) as per Chorus guidelines

  Yes

  No

  N/A

• 61.02 Disruptions to the customer were minimised

  Yes

  No

  N/A

• 61.021 Clothing was tidy, clean and as per Chorus guidelines

  Yes

  No

  N/A

• 61.022 Personal grooming was as per Chorus guidelines

  Yes

  No

  N/A

• 61.023 Any issues were resolved when they arose, where possible

  Yes

  No

  N/A

• 61.024 Communication and interpersonal style was polite and friendly

  Yes

  No

  N/A