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Developers Toolkit - Available Support Number
DocumentID: 633412
Revision Date: 29-Feb-96 3:03:16 PM

The information in this document applies to:
WordPerfect® 5.1 for DOS

Problem

Solutions: Those customers (or operators) needing assistance with the Developer's Toolkit may receive help from the Developer's Toolkit Support line or from the group's FAX machine. The operator should look up the number on a recent Support phone list.

Please be sure to refer only those customers who have questions regarding the Developer's Toolkit. If the customer's question does not have to deal specifically with the toolkit please do not direct them to this number.

The Developer's Toolkit support group offers third party developers technical assistance. They have been receiving transferred calls from Customer Support in which the CS operator is not announcing the call. When calls are transferred to them, they prefer to have the call announced. If the call has to be transferred, the operator should leave their name and extension so that they can return information about the call if necessary. These unannounced calls tend to be customers who need general assistance rather than Toolkit technical assistance, and should not be transferred to the Toolkit support group. If a call is in reference to the Developers Toolkit, they are happy to receive the call. However, they should be screened to make sure that the customer is a third party developer, or that the question is a genuine Developers Toolkit question.

Most of the calls transferred to the Toolkit group are announced calls and do refer to Toolkit information, and they are grateful those CS operators who transfer such calls to them.

When the group receives unannounced calls from end users that have general questions that do not pertain to the Toolkit, it seems to be after the customer has been transferred around and no longer thinks CS has the ability to help them. This isn't true! CS has the ability to answer almost any question pertaining to WP because of the resources available to CS operators. Once a customer loses faith in CS because they were told that CS couldn't help them, what are we to do that will restore their faith in our CS Dept?!

The Toolkit support group is available for developer technical assistance and they deal mostly with third party developers and highly technical questions. They do not have the available resources nor the present knowledge, gained from talking each day to customers, to handle general questions.

Please handle calls to the extent that resources allow. If a call concerns the Toolkit, feel free to transfer it to the Toolkit Group, but please announce the transfer before is takes place. Also, the Customer Support operators should to give their name and extension when a call is transferred to the group. If you give out a Toolkit number, give the customer your name and extension so the Toolkit group knows who referred the customer to them, and can correspond with that CS operator, if necessary.

Answer:

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