STARFLEET is a
service-oriented business and the service that we provide is
entertainment. A big part of making your STARFLEET experience a good one
is the quick resolution of any problems you may have. The Help Desk
located in the Office Of the VCS, will be designed as a central 
customer/member services desk that
provides the members with a place to route their needs and suggestions.
Its primary goal will be to insure that all EC departments of STARFLEET
are working together to improve the members experience in Fleet. This
department can be called STARFLEET's customer service window. A member has
a problem, goes to the customer service window and the Help Desk then
coordinates the resolution of the problem by addressing the needs of the
member. The office of the VCS will make it a top priority to make sure
that all your customer service needs are met. We believe that it's our job
to deal with the occasional problems you may have so that you may
concentrate on making friends and having
fun.
Our goal is to respond personally to requests within 24hrs and
to have resolution of the request within 3 days. Unfortunately from
time to time difficulties processing a request may occur, however,
this does not get the Help Desk off the hook. We also believe that a
big part of our job is to follow up on requests to insure that they
will be enacted upon. If a difficulty occurs in processing the
request, a message will be sent to the member, keeping them informed
all along the way. Except in the most rare of cases, all difficult
requests will be handled within 14 days from the date of the original
request.
The Help Desk also is used, as a resource that provides us with good
statistical data to improve our ability to serve our membership
needs. Taking all the information that is gathered from all of these
tickets will be used to begin to identify trends within Fleet.
Whether these trends are good or bad the Help Desk will flag what
needs to be adjusted or improved upon. Reports will be generated
summarizing the type of ticket, how long it took to resolve, and what
that resolution was. This information will then be presented in a
monthly format to the VCS, CS, and their Chief of Staffs. Also on a
monthly basis reports specific to each department will be provided to
each EC member. Lastly, once several reports are gathered and
analyzed an online FAQ will be created. Since members will not be
able to fix their own issues, at least the FAQ may tend to start to
answer some of the issues facing the membership.
