A Day In The Life Of Customer Services

Laura UnwinTalis 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