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Author Help with Customer Service report for Work please
MatthewR
Member
Registered: 21st Oct 02
Location: Rickmansworth
User status: Offline
19th Nov 03 at 11:34   View User's Profile U2U Member Reply With Quote
Basically i had to spend the last two days in Customer Service assessing there phone manner and there dealings with customers. I have been told to write a report on it - thats fine thats done (4 pages) but he wants like graphs and sh1t, charts and all that but WTF i only listened in with other operaters and that, any ideas what i can do??????
Pablo
Member
Registered: 3rd Feb 03
Location: Milton Keynes
User status: Offline
19th Nov 03 at 11:35   View User's Profile U2U Member Reply With Quote
blag it haha
Gareth.O
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Registered: 25th Sep 02
Location: Kings Langley, Hertfordshire
User status: Offline
19th Nov 03 at 11:35   View User's Profile U2U Member Reply With Quote
I would say you need to categorise all the customer queries, response times, etc etc
OFcorsa
Member
Registered: 6th Jan 03
Location: Cheltenham, Gloucestershire
User status: Offline
19th Nov 03 at 11:35   View User's Profile U2U Member Reply With Quote
give him a pie chart
*que GTF pie*
ummm number of people satisfied with the response compared to number of unsatisfied people.
MatthewR
Member
Registered: 21st Oct 02
Location: Rickmansworth
User status: Offline
19th Nov 03 at 11:38   View User's Profile U2U Member Reply With Quote
quote:
Originally posted by P4UL
blag it haha


Blaged 4 pages of shit but whats there to put in a chart/graph etc. I didnt exactly write anything down while i was there
OFcorsa
Member
Registered: 6th Jan 03
Location: Cheltenham, Gloucestershire
User status: Offline
19th Nov 03 at 11:39   View User's Profile U2U Member Reply With Quote
quote:
Originally posted by OFcorsa
give him a pie chart
*que gtf pie*
ummm number of people satisfied with the response compared to number of unsatisfied people.
Pablo
Member
Registered: 3rd Feb 03
Location: Milton Keynes
User status: Offline
19th Nov 03 at 11:40   View User's Profile U2U Member Reply With Quote
Hmmmmmmm *run away*
OFcorsa
Member
Registered: 6th Jan 03
Location: Cheltenham, Gloucestershire
User status: Offline
19th Nov 03 at 11:40   View User's Profile U2U Member Reply With Quote
WTF??? I put GTF i the middle of pie and it wont come up
Gambit
Member
Registered: 5th Jun 00
Location: Common Sense HQ
User status: Offline
19th Nov 03 at 11:40   View User's Profile U2U Member Reply With Quote
do they log each call

details of the call & solutions offered?
MatthewR
Member
Registered: 21st Oct 02
Location: Rickmansworth
User status: Offline
19th Nov 03 at 11:43   View User's Profile U2U Member Reply With Quote
No they dont log the calls mate as they take so bloody many!!

I will just make up a pie chart using the calls and put it in the middle of my report
Gambit
Member
Registered: 5th Jun 00
Location: Common Sense HQ
User status: Offline
19th Nov 03 at 11:50   View User's Profile U2U Member Reply With Quote
aye then jsut do something like avg number of calls users are taking

make up shite like some will only deal with half what others deal with

i.e. some staff are more efficent, knowledgeable than others
MatthewR
Member
Registered: 21st Oct 02
Location: Rickmansworth
User status: Offline
19th Nov 03 at 12:00   View User's Profile U2U Member Reply With Quote

TRUE!! u work in Customer Service?
Gambit
Member
Registered: 5th Jun 00
Location: Common Sense HQ
User status: Offline
19th Nov 03 at 12:02   View User's Profile U2U Member Reply With Quote
nah, but i designed a system where users log individual work items they do each day & the time it takes to complete them

also, do they deal with telephone only queries, or is there email queries also

its a managment info system
OFcorsa
Member
Registered: 6th Jan 03
Location: Cheltenham, Gloucestershire
User status: Offline
19th Nov 03 at 12:03   View User's Profile U2U Member Reply With Quote
what about people who write in with queries i.e. via royal mail?

[Edited on 19-11-2003 by OFcorsa]
MatthewR
Member
Registered: 21st Oct 02
Location: Rickmansworth
User status: Offline
19th Nov 03 at 12:08   View User's Profile U2U Member Reply With Quote
nah just queries on their account (internet account, telephone account and TV account)
Gambit
Member
Registered: 5th Jun 00
Location: Common Sense HQ
User status: Offline
19th Nov 03 at 12:19   View User's Profile U2U Member Reply With Quote
aye but how do they recieve the account queries?

by telephone, email or post?

also, is there guidelines/std responses that the customer service agents must follow?

just put the emphasis on better training, telephone manner, fact finding etc

which in turn will make the customer services dept

BETTER, FASTER & MORE EFFICENT

these 3 words are loved by managment

[Edited on 19-11-2003 by Gambit]
OFcorsa
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Registered: 6th Jan 03
Location: Cheltenham, Gloucestershire
User status: Offline
19th Nov 03 at 12:20   View User's Profile U2U Member Reply With Quote
cost!!
Gambit
Member
Registered: 5th Jun 00
Location: Common Sense HQ
User status: Offline
19th Nov 03 at 12:20   View User's Profile U2U Member Reply With Quote
and dont forget 25% of all statisitics are made up anyway!

[Edited on 19-11-2003 by Gambit]
OFcorsa
Member
Registered: 6th Jan 03
Location: Cheltenham, Gloucestershire
User status: Offline
19th Nov 03 at 12:22   View User's Profile U2U Member Reply With Quote
98% of all people know that! (simpsons)
Tom
Member
Registered: 3rd Apr 02
Location: Wirral, Merseyside
User status: Offline
19th Nov 03 at 12:26   View User's Profile U2U Member Reply With Quote
Where do you work, sounds very unorganised

We record things such as the above (as gambit days using mi system) u shud reccomend something is put in place to keep on top of your customers
MatthewR
Member
Registered: 21st Oct 02
Location: Rickmansworth
User status: Offline
19th Nov 03 at 12:30   View User's Profile U2U Member Reply With Quote
I dont personally work there, i was assesing the manner of their calls and the way in which they apply themselves in different situations.
We are lookin at introducing a phone line in my dept as our quieries are growing by the day (e-mail)
Gambit
Member
Registered: 5th Jun 00
Location: Common Sense HQ
User status: Offline
19th Nov 03 at 12:45   View User's Profile U2U Member Reply With Quote
emails are impersonal, when you start taking phone calls then the queries are on a personal level

u dont get grief of an email query, but u will of a phone call query

 
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