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Forum |
Description |
Author |
Posts |
 | call holding options | hi,
i have been set the task of looking into call holding for customers, currently my company have a phone system where customers calling the switchboard or a direct line within the office hear just a ringing out tone if the lines are busy, i feel this is not very good and mentioned this to the company, they agree however we do not want to add the `press 1 for technical, press 2 for sales, press 3 etc etc as i think the general opinion of this is very annoying for customers, has anyone got any ideas of how they tackle this problem, maybe just a voice message telling the customer the line is busy, please hold your call will be answered as soon as possible? i would appreciate anyones ideas on this. kate | | 18/01/2010 | | by Kate Brown | | Eurocell plc |
| 0 |
| nvq candidate handbooks | part of the nvq i assess includes the cs units at level 3. as we are not on site we like to leave our candidates with some handbooks. up to now we have included s/nvq 2 and s/nvq 3 customer service candidate handbook s/nvq customer services - paperback by ms sally bradley, ms lesley hebron, and mr allan woods. the level 3 book is now out of print as it refers to the pre 2006 standards but was the best available. does anyone know of a comparable substitute specifically for level 3 | | 18/01/2010 | | by Mike Tilmouth | | Namid Ltd |
| 0 |
| newly qualified assessor | hi, i am the ics awards manager at vertex financial services in cheltenham. our trainee assessor has now been signed off as a fully qualified assessor. if anyone requires mocks or finals from jan 2010 onwards please get in touch.
thanks | | 07/12/2009 | | by Teresa Guyatt | | Vertex Financial Services |
| 1 |
| se competency framework | i am trying to create a generic competency framework for service excellence and what specific competencies are required. has anyone looked into this previously and if so any help would be most appreciated.
many thanks | | 04/12/2009 | | by BAE Systems XXX | | BAE Systems |
| 1 |
| cusromer service training dvd | im after a loan please or a copy of a customer service dvd ideally focussed on local govt. sector.
is anything available? | | 09/11/2009 | | by Mike Wren | | Newcastle City Council |
| 0 |
| customer insight strategy | the royal borough of kingston are looking to create a customer insight strategy. within this would be the need for recording specific data to enable our newly created customer standards to be regularly measured and reviewed.
in order to record, collate and collect the data we would establish a timely process for recording specific measurables through customer surveys, mystery shopping programme, customer consultations.
please could i ask anyone who has undertaken this type of process and established a customer insight strategy to contact me with their ideas or views on how they did this. we are also looking to benchmark internally and externally, so your views and ideas on this would be much appreciated too.
my e-mail address is louise.mcmurray@rbk.kingston.gov.uk.
thanks for your time | | 06/11/2009 | | by Louise McMurray | | Royal Borough of Kingston |
| 0 |
| script guidlines call centre - driving whilst using a mobile phone | i have been tasked with developing and implementing a script for both inbound and outbound calls where we know or suspect that the caller or call receiver is driving and that we will not be able to continue the call.
has anyone ahd to do this, and if so, got a copy of the script that they use?
any help/guidance would be greatly appreciated | | 21/10/2009 | | by Sean Crawford | | Vertex Financial Services |
| 0 |
| cpd | what should i be putting in the how this shows i continue to meet the ics professional standars section of my cpd log? do i just list the award requirements here, or do i need to actually write things here? if i need to write things, what sort of things do i write? | | 27/07/2009 | | by Jenny Graham | | Capita |
| 2 |
| new customer standards launch and how to monitor using performance management | we are in the process of launching a new set of customer standards across the council. does anyone have any advice as the best way to do this?
also, we are looking to monitor these new standards using performance monitoring on a monthly basis. any ideas/advice from anyone who has already set this up would be much appreciated.
my e-mail address is louise.mcmurray@rbk.kingston.gov.uk. | | 23/06/2009 | | by Louise McMurray | | Royal Borough of Kingston |
| 0 |
| service level agreement | we are in the process of adopting service enquiries into our front office face to face, telephony and electronic and i would really appreciate any service level agreement sla templates that have worked well for others. please email -
pbown@mansfield.gov.uk
or i can be contacted on 01623 463607 during office hours.
any assistance is much appreciated
many thanks. | | 19/06/2009 | | by Perry Bown | | Mansfield District Council |
| 0 |
| corporate social responsibilty csr | does anyone have a strategy for csr that i can have. i am looking at the key aspects of csr on behalf of devon and cornwall police and can see a real link with how we treat our internal and external customers and our social responsibilty. i would welcome the ics view on this?
does the ics have a csr strategy? | | 03/04/2009 | | by Nick Jarrold | | Devon and Cornwall Constabulary |
| 1 |
| professional discussion | does anyone know if there is an authorised definition of what a professional discussion is?
i am trying to persuade some coachs and i also want to inform our practitioners that it is not an interview, but trying to convince some is like trying to convince sir alex ferguson to speak to match of the day | | 27/03/2009 | | by Craig ODonnell | | Hull City Council |
| 1 |
| mock assessments | hi, i am the administration officer for ics at cotswold district council. two of our assessors, working towards their accreditation, need to undertake a communication & solutions mock assessment. if anyone has an individuals working towards their communiations and solutions award and requires a mock would you get in touch. | | 24/03/2009 | | by Sue Lambkin | | Cotswold District Council |
| 0 |
| nvq customer service | has anyone completed nvq l3 customer service and if so how prompt was your certificate and return of your portfolio?
i completed my study in july 2008 and think that 7 months is more than ample time to receive my cert and portfolio. the centre that i studied with fobs me off with its with an external verifier. c & g say that 7 months is more than ample.
should i write to the centre? | | 23/02/2009 | | by Jackie Porter | | Borras Construction Ltd |
| 1 |
| sharing best practice | i was wondering if anyone is aware of any forumns for sharing best practice - including site visits etc.
i am looking at up skilling my cs teams and wanted the mgt team to visit a best in class organisation.
any ideas?? | | 20/02/2009 | | by Jason Mercer-Pottinger | | Baxter Healthcare |
| 0 |
| wage benchmarking in south wales | i am conducting an investigation into avarages contact centre salaries in the south wales area, especially in the it industry. i have already studied recent industry reports but i am hoping someone on the forum can point me to other reports / investigations on this topic.
i have also looked at many job websites to gauge salaries currently available, does aynone have old job adverts that they could share?
thanks and kind regards. | | 27/01/2009 | | by Jackie Hunt | | Logica |
| 0 |
| telephone answering company | we are looking to provide a local language service to our customers based in hong kong and wonder if anyone has any knowledge of companies that can provide an answering service in mandarin?
thanks. | | 3 |
| police customer service | we have put in place loads of process changes, but the hard part is getting a real shift in behaviour and culture. has anyone got an example of how they have achieved a shift in culture. incentives, training etc? | | 19/11/2008 | | by Nick Jarrold | | Devon and Cornwall Constabulary |
| 3 |
| email handling | im looking at our email handling process, response time, standard and content of response, etc. our email communications have increased significantly over the past couple of years. our aim would be to have a reply to the customer within 24hours.
do you have any advice or tips on email handling within your organisation? do you have a quality checking process in place? | | 03/11/2008 | | by Gill Russell | | English Heritage Customer Services |
| 1 |
| crm | i need to review our crm software and link to call centre software. anyone have examples that are used in the public sector? | | 29/09/2008 | | by A.N. other | | States of Jersey Government |
| 1 |
| voicemail | there are times when my organisation has to use voicemail. whilst not ideal its certainly better than a ringing phone and of course will only work if customers calls are returned. are there any best practice guidelines out there for the use of voicemail? | | 24/09/2008 | | by Bev Davies | | Bridgend Council |
| 0 |
| when things go wrong. | does anyone have examples of best practice, for actions that staff can take when things go wrong for the customer but not actually involving a payment.
any comments on the sucess or otherwise of such examples would also help. | | 09/09/2008 | | by Neville Drysdale | | Institute of Customer Service |
| 0 |
| Raisers Edge | I have been asked by an organisation to see if anyone can help provide some feedback on the Raisers Edge software .
If you can, let me know and I can put you in touch with them to dicuss directly.
| | 07/07/2008 | | by Stephen Miller | | Institute of Customer Service |
| 1 |
| Mock Assessment | Hi, I am the Awards Manager at Wakefield Metropolitan District Council.
One of our Assessors, working towards their accreditation, needs to undertake a Solutions mock assessment.
If anyone has an individual working towards their Solutions Award and requires a mock would you get in touch.
| | 30/06/2008 | | by Debbie Joyner | | City of Wakefield Metropolitan District Council |
| 0 |
| CS/CRM front-end application required | A soon-to-be new ICS Member is looking for a company that can produce an effective Customer Service and CRM front-end application over a Siebel system on an Oracle database.
Who would you recommend? | | 23/06/2008 | | by Stephen Miller | | Institute of Customer Service |
| 2 |
| Service Profiles in Local Autority? | Hi, I am carrying out some work around demographic profiling to enable us to match our services to our customers...but before I do this I need to develop a 'service profile' for esch of the areas within our Customer Services organisation (essentially One Stop Shop/Contact Centre/Web Team/Cashiers)
Has anyone taken this approach? It's not going to take too long to knock up a template, but I would be interested if other people have similar.
Cheers
Tom | | 11/06/2008 | | by Tom Davies | | Sandwell Metropolitan Borough Council |
| 0 |
| New NVQ Customer Service Assessor | Although I have assesed Business Administration for many years, I am new to assessing customer service.I am anxious to maintain quality and in normal circumstances would refer any queries to my internal verifier. Unfortunately, my internal verifier is neither a qualified assessor or a qualified IV. So as you can imagine, I find it quite difficult to take serious feedback on my assessing of my candidate portfolios.
Can anyone advise me what I should do? I would like to network with other assessors, attend workshops etc but don't know where to start. All comment really appreciated.
This thread was entered by Vivienne Parsons on the previous ICS website and has been carried over by ICS web editor Peter Hall. | | 02/06/2008 | | by Peter Hall | | Institute of Customer Service |
| 2 |
| Homeworkers | Has anyone got any tips or advice on creating an Induction Programme for Homeworkers recruited externally please?
All thoughts, comments, ideas and feedback welcome!
Thank you.
This thread was originally entered on the previous ICS website by Liz Roberts and has been carried over by ICS web editor Peter Hall | | 02/06/2008 | | by Peter Hall | | Institute of Customer Service |
| 1 |
| Motivate staff taking an ICS Professional Award | Has anyone held an event to motivate staff who are undertaking one of the ICS Professional Awards? Any tips?
This thread was started by Wendy Brough on the previous ICS website and has been carried forward to this new site by ICS web editor Peter Hall. | | 02/06/2008 | | by Peter Hall | | Institute of Customer Service |
| 1 |
| Discussion Forum for Members | This is your forum. If you have a customer service question, why not ask other members for their input? | | 14/04/2008 | | by Peter Peter | | ICS |
| 0 |
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