The Quality in Phone Answering Service of the EPA Staff Handling Complaints of
| Absrtact |
The objectives of this survey were to understand the quality in phone answering 目錄及摘要
III
service of the EPA staff handling complaints. The interviewed were the EPA
staff handling complaints.
The final findings:
-- The score of overall quality in phone answering service is 93.3.
-- The score of status for those answering phone calls was 48.8.
-- The score of the service etiquette of the EPA units was 43.9.
The score of complaints about contamination issues which were the duty of
the EPA staff was 42.4.
The score of complaints about contamination issues which were not the duty
of the EPA staff was 47.3.
The score of the EPA units in response to the handling results was 48.7.
-- The score of the additional items was 43.9.
Additionally, there were certain faults that need to be heeded in order to show
that EPA really cares, such as failing to give callers a report registration number,
and failing to ask if the callers were willing to go to the contamination site with
official investigators.
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| Keyword |
Complaints about Contamination Issues、Environmental Protection
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