1) The document provides an overview of a typical day for a customer service team, including checking overnight messages from Australia, handling customer calls, catching up on projects, and handing over support to the next team. 2) The customer service team is led by Alison Kershaw and also includes Tim Hodson, Zena Amos, and Laura Unwin, working alongside developer Richard Tattersall. 3) The day involves handling any backlogs, providing consultancy services like training, technical support, and bespoke projects, as well as potentially conducting on-site training, before wrapping up with prioritizing tasks for the next day.

1. A Day In The Life Of Customer Services
Zena Amos
Talis Aspire User Group
1st July 2014

2. – Henry Ford
“Coming together is a beginning; keeping
together is progress; working together is
success.
!

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. The day begins…
• Checking what’s happened in Australia overnight
• Who is on 1st Line Support
• Customer calls - actions
• Projects catch up
• Coffee

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.”

7. There is a backlog

8. It’s good to talk and
even better to listen

9. Consultancy

10. • Customer Success
• Training
• Business Process
• Integrations
• Technical Consultancy
• Bespoke Consultancy

11. We can come to you
On-site training

12. It would be great if …

13. … the day ends
• Support handover
• What’s tomorrow’s priority investigations
• Customer call notes
• Project to-dos
• Home time