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Staff response to a customer request

 
Author rhsjab
Member 
#1 | Posted: 5 Dec 2008 04:59 
I'm in the process of putting together a simple "calling card" that my staff can fill out when a customer has requested something in a bedroom/teaching room.
It's fine if the customer is there and a 121 conversation can take place but when they are not, the calling card could be used.

Author rhsjab
Member 
#2 | Posted: 5 Dec 2008 05:04 
Because the card is short of space I'm having problems with the words I should use...

Author KarenSB
Member 
#3 | Posted: 9 Dec 2008 06:51 
When the 121 with customers is conducted, do you find that the requests are often the same or similar? If so, I would probably use the common items in a checklist, then leave room for write-ins.

___ Calendar
___ Pens
___ Paper

_______________________________________________________
_______________________________________________________

Good luck,
ksb

Author rhsjab
Member 
#4 | Posted: 10 Dec 2008 10:05 
Thx Karen, much appreciated. The problem is that the requests could be wide and to have so many would take up a lot of space on a small "calling card"
The type of requests could be that the room is cold or could I have an extra towel.

Dannie

Author ishron
Member 
#5 | Posted: 10 Dec 2008 10:44 
I am going to make several assumptions here and let me know if I am off base. If you are dispatching an service rep then the assumption is that there was a call made to your service desk for the request and a service ticket created. Why not print (yes, hard copy) a customer request form on 3x5 (or whatever suits the purpose) card stock that you can leave with the customer that has a short description of the problem/request and the contact's information so the customer knows the service rep was there for them. Printing allows for more information to be crammed onto the card though the ability to read the card should be weighed against the amount of information needed to make the card meaningful. The card could have the service rep's contact information printed on the card along with next time for contact attempt as well as a place for the customer to put thier availability. Include space for feedback and/or include the checkboxes that Karen suggests. Card stock should survive the journey back to the service desk. Make sure your staff knows how to route the requests based on priority. Recovery and follow-up of the cards makes for a simple customer service metric.

Hope this helps.

Author rhsjab
Member 
#6 | Posted: 10 Dec 2008 11:40 
ishron, yep another great idea and thankyou but I'm after something that a Duty Manager can fill out quickly on the spot.
I've got a template produced that may show in more detail what I'm after.
I could attach it to an email for you.
Are you willing to give me your address

Regards
Dannie
General Manager
d.f.cahill@warwick.ac.uk

Author KarenSB
Member 
#7 | Posted: 11 Dec 2008 04:54 
Hi Dannie,

Another thought: what if you/staff develop your own internal language to be used on these cards? A sort of shorthand.

XT = Extra Towel
C = Room too cold
H = Room too hot, etc.

The other day a staff member and I were knee-deep in resolving an issue. We finished our conversation and later that day, reflecting on it, I realized that she and I had been engaged and focused, and using mainly acronyms for the work we do, and we understood each other perfectly. (It's at these times that one is able to measure the depth and breadth of individual knowledge of the business at hand).

I'd be more than willing to take a look at your template. Email to follow.

ksb

Author rhsjab
Member 
#8 | Posted: 11 Dec 2008 08:32 
Thx Karen attachement on it's way

Author cityslicker
Member 
#9 | Posted: 7 Feb 2009 16:23 
What about ALSO having small picture icons, which could also help remind staff what the abbreviation letters stand for....we all have so much to remember, ie pin #s, sign on names LOL, etc...and customer's and staff especially right now have lots on their minds.
Perhaps a thermometer picture in a little square, and using your above mentioned abbreviations....C = cold ; H = Hot
Would it be helpful to also have a very small floor plan on the card, to help indicate LOCATION of problem in the room? I know you said you have a small card...maybe 3 x 5"? between visuals/picture icons & abbreviation reminders, maybe this could help. A clean, "at-a-glance/easy to read card is best, so a "clean layout" in design.

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 Staff response to a customer request

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