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andygrif · 21-07-2004, 22:27

I have to say that the present system is wholly inadequate (Luton one anyway, I gather there are differences round the country). I have sat in their office reading the notes on my account (first problem was how innacurate they were, but that's another issue) but the next problem is how long they are.

This was highlighted recently when they started to bill me again for full itemised billing, despite being 'given' this infinitum several years ago. After initially saying that 'they' wouldn't do that, it took the poor girl 10 mins (and poor me having to listen to the bloody music loop) to read through and confirm that I was correct.

I'm no expert on customer service systems, but it's obvious to me that there should be some sort of filing system - just like a folder on your hard drive, where each 'job' or 'incident' is named - so for the above example someone should have filed a title of 'free itemised billing' - then she could have gone very quickly to that entry, read the notes and moved on to the next call about 9 minutes quicker.

Seems obvious to a novice...don't know if such a system exists or whether this new one will do it...but I live in hope.

21-07-2004, 22:27	#7
andygrif Inactive Join Date: Jul 2003 Posts: 2,820	Re: Customer Service System I have to say that the present system is wholly inadequate (Luton one anyway, I gather there are differences round the country). I have sat in their office reading the notes on my account (first problem was how innacurate they were, but that's another issue) but the next problem is how long they are. This was highlighted recently when they started to bill me again for full itemised billing, despite being 'given' this infinitum several years ago. After initially saying that 'they' wouldn't do that, it took the poor girl 10 mins (and poor me having to listen to the bloody music loop) to read through and confirm that I was correct. I'm no expert on customer service systems, but it's obvious to me that there should be some sort of filing system - just like a folder on your hard drive, where each 'job' or 'incident' is named - so for the above example someone should have filed a title of 'free itemised billing' - then she could have gone very quickly to that entry, read the notes and moved on to the next call about 9 minutes quicker. Seems obvious to a novice...don't know if such a system exists or whether this new one will do it...but I live in hope.