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A Day In The Life Of Customer Services
Laura Unwin
Talis Aspire User Group
1st 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 - Suppo...
The day begins…
• Checking what’s happened in Australia overnight
• Who is on 1st Line Support
• Customer calls - actions
...
–Douglas Adams
“To give real service you must add something
which cannot be bought or measured with
money, and that is sin...
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 you
On-site training
It would be great if …
… the day ends
• Support handover
• What’s tomorrow’s priority investigations
• Customer call notes
• Project to-dos
• Hom...
A Day in the Life - Laura Unwin
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A Day in the Life - Laura Unwin

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A Day in the Life - Laura Unwin

  1. 1. A Day In The Life Of Customer Services Laura Unwin Talis Aspire User Group 1st July 2014
  2. 2. – Henry Ford “Coming together is a beginning; keeping together is progress; working together is success. !
  3. 3. 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
  4. 4. The day begins… • Checking what’s happened in Australia overnight • Who is on 1st Line Support • Customer calls - actions • Projects catch up • Coffee
  5. 5. –Douglas Adams “To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity.”
  6. 6. There is a backlog
  7. 7. It’s good to talk and even better to listen
  8. 8. Consultancy
  9. 9. • Customer Success • Training • Business Process • Integrations • Technical Consultancy • Bespoke Consultancy
  10. 10. We can come to you On-site training
  11. 11. It would be great if …
  12. 12. … the day ends • Support handover • What’s tomorrow’s priority investigations • Customer call notes • Project to-dos • Home time

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