A Day In The Life Of Customer Services
Zena AmosTalis Aspire User Group1st July 2014
– Henry Ford
“Coming together is a beginning; keeping together is progress; working together is
success. !
Customer Service Team• Alison Kershaw - Head of Customer Services
• Tim Hodson - Technical Consultant
• Zena Amos - Support Consultant
• Laura Unwin - Support Consultant
Working along side the wider team including
• Richard Tattersall - Developer
The day begins…
• Checking what’s happened in Australia overnight
• Who is on 1st Line Support
• Customer calls - actions
• Projects catch up
• Coffee
–Douglas Adams
“To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity.”
There is a backlog
It’s good to talk and even better to listen
Consultancy
• Customer Success
• Training
• Business Process
• Integrations
• Technical Consultancy
• Bespoke Consultancy
We can come to youOn-site training
It would be great if …
… the day ends
• Support handover
• What’s tomorrow’s priority investigations
• Customer call notes
• Project to-dos
• Home time