Account Management and Customer Service Sample Clauses

The Account Management and Customer Service clause outlines the responsibilities and procedures for managing customer accounts and providing support services. It typically specifies how customers can access assistance, the channels available for communication (such as phone, email, or online portals), and the expected response times for inquiries or issues. This clause ensures that customers receive consistent and reliable support, helping to resolve problems efficiently and maintain a positive business relationship.
Account Management and Customer Service. 1. Personnel and Staff
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Account Management and Customer Service. A clear elevation process should be defined and provided to the Vendor Contract Manager. The Contractor shall maintain the Communication Plan throughout the life of the Contract. The Communication Plan shall include Contractor procedures and chain of responsibility for guard scheduling, timesheet approval, and guard check-in activities. The Contractor’s implementation team shall carry out the project and perform project activities. The Contractor shall include assessments on the services in this phase this includes but is not limited to ensuring there is enough staff, resources, and support from management. Any areas that are determined to be insufficient or not ready for the Contract shall be immediately cured. Upon completion a report shall be provided to the Vendor Contract Manager for approval. This process shall continue until the State is satisfied that the services and processes meets the Contractor’s contractual obligations, as well as the specifications defined in the Project Management Plan.
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Account Management and Customer Service. A clear elevation process should be defined and provided to the Vendor Contract Manager. The Contractor shall maintain the Communication Plan throughout the life of the Contract. The Plan shall include, but is not limited to contact or contacts for User Agencies to report any failures, insufficiencies, or other concerns of Security Services, the list containing all Region Managers with phone number(s), fax number(s) and e-mail address per region, the Problem Resolution Plan (see Section 7 (D) -Problem Resolution) including the subsections of this plan the “Administrative Problem Resolution” and “Operational Problem Resolution.” The Contractor must keep the Communication Plan up to date at all times. Upon notice that the plan is out of date, the Contractor has twenty-four (24) hours to update the list. The Contractor assume all responsibility for any issues or problems that result from inaccurate or not updated information. The Contractor will attend any meetings requested by the State, including weekly status meetings with Vendor Management unless otherwise mutually agreed upon. Meetings may be over the phone or in person at the discretion of the Vendor Contract Manager. At all meetings between the Contractor and the State, the Contractor will designate someone within their company to attend and take notes, shall be referred to as the “Designated Recorder”, and then will send them out no later than twenty-four (24) hours after the close of the meeting. The notes will be sent to the Vendor Contract Manager (also referred to as the Contract Manager) and anyone that attended the meeting. Any recipient of the notes has five (5) business days to request corrections to any errors that may be present in those notes. When corrections are requested to the notes, the Designated Recorder shall be notified and then has forty-eight (48) hours to correct any and all errors and resend the notes with all corrections to at a minimum all the people that were originally sent the notes.
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Account Management and Customer Service 
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Related to Account Management and Customer Service

  • Account Management 15.1 The Contractor is required to provide a dedicated Strategic Account Manager who will be the main point of contact for the Authority. The Strategic Account Manager will:  Attend quarterly, or as otherwise agreed, review meetings with the Authority, in person at the Authority’s premises or other locations as determined by the Authority  Attend regular catch-up meetings with the Authority, in person or by telephone/videoconference  Resolve any on-going operational issues which have not been resolved by the Contractor or Account Manager(s) and therefore require escalation  Ensure that the costs involved in delivering the Framework are as low as possible, whilst always meeting the required standards of service and quality. 15.2 The Contractor is also required to provide a dedicated Account Manager for every Framework Public Body using the Framework, if required by the Framework Public Body. The service to be provided will be agreed with each Framework Public Body and may include:  regular review meetings, which may be in person at the Framework Public Bodies’ premises, by video-conference, webinar or telephone  Regular catch-up meetings/telephone calls to discuss current and on-going issues  Work with the Framework Public Bodies Contract Manager to resolve any on-going operational issues  Work with the Framework Public Body ’s Contract Manager to pro-actively introduce initiatives to:  Create efficiencies in processes  Improve the environmental performance of the contract. 15.3 It is expected that end users will contact the Contractor in the first instance to resolve any operational issues. The Account Manager will act as a point of escalation to be contacted either by end users or by the Framework Public Body’s Contract Manager should there be issues that the Contractor needs to resolve. 15.4 Further details of the roles and responsibilities of the Contractor, Authority and Framework Public Bodies are provided in Schedule 4 – Management Arrangements

  • Customer Services Customer Relationship Management (CRM): All aspects of the CRM process, including planning, scheduling, and control activities involved with service delivery. The service components facilitate agencies’ requirements for managing and coordinating customer interactions across multiple communication channels and business lines. Customer Preferences: Customizing customer preferences relative to interface requirements and information delivery mechanisms (e.g., personalization, subscriptions, alerts and notifications).

  • Account Manager A designated Account Manager for the Centralized Contract shall be provided. The Account Manager is responsible for the overall relationship with the State during the course of the Contract and shall act as the central point of contact. A designated Billing Contact for the Centralized Contract shall be provided. The Billing Contact will become the single point of contact between the Contractor and the Authorized User for matters related to invoicing, billing and payment. A designated Emergency Contact for the Centralized Contract shall be provided. The Emergency Contact will be available 24 hours a day, 365 days per year for emergency procurements.

  • Customer Service A. PRIMARY ACCOUNT REPRESENTATIVE. Supplier will assign an Account Representative to Sourcewell for this Contract and must provide prompt notice to Sourcewell if that person is changed. The Account Representative will be responsible for: • Maintenance and management of this Contract; • Timely response to all Sourcewell and Participating Entity inquiries; and • Business reviews to Sourcewell and Participating Entities, if applicable.

  • CUSTOMER SERVICE ACCESS The Competitive Supplier agrees to provide, or cause to be provided, certain customer services to Participating Consumers. Such services shall be reasonably accessible to all Participating Consumers, shall be available during normal working hours, shall allow Participating Consumers to transact business they may have with the Competitive Supplier, and shall serve as a communications liaison among the Competitive Supplier, the Town, and the Local Distributor. A toll-free telephone number will be established by Competitive Supplier and be available for Participating Consumers to contact Competitive Supplier during normal business hours (9:00 A.M. - 5:00 P.M. Eastern Standard Time, Monday through Friday) to resolve concerns, answer questions and transact business with respect to the service received from Competitive Supplier. The Town will post program-related information on the Town’s website which will be available to Participating Consumers for general information, product and service information, and other purposes.