Forget the phone - use email !

[hereticus]

Again, as a result of the time I spent in Nottingham yesterday.

Aren't we all fed up with the time that we spend on the phone waiting to get put through, and then often getting soembody who isn't very helpful anyway ?

For months I have been using email to report all of my DOR requests ([e-mail]), which has the extra advantage that whatever you say to them is in writing and can be proven.

I also send all of my commission queries by email ([e-mail]) and Dawn confirmed to me yesterday that she much prefers email and could handle our problems much quicker and more efficiently if her phone stopped ringing occassionally.

Also with diary maintenance. If I need appointments moved around, availability cancelled or changed, new customer self generated appointments put in, etc I simply email ([e-mail]) and have always found them very responsive and efficient. I talked with Helen, the Team Leader, yesterday and she confirmed that emails are always preferred where possible and that they work to a tight target on turnround - emails received overnight will generally be actioned before mid-day, and all others within two hours of receipt but often sooner. Also, if you have any problems with the service from diary maintenance, she has asked me to pass on her personal email address ([e-mail]) and advise that she will always investigate and respond.

[BlindWizard]

Last few months I've used email more and more for all the depts you mentioned and agree except for the odd glitch (but less than on the phone) much better than calling them. Also ordering spares works well ( if you want more than 30 just send same email again a day later )

Also this will hopefully improve the waiting time for the calls that need more discussion and/or instant answers.

[desmorse]

I've used email for years. Problem is, you get no response from the service desk. Diary support and other depts reply, so why don't service support? A simple "done" is all that's needed.

I also learnt many, many months ago to restrict emails to 1 problem. When putting several on the same email, the first would get actioned, the rest "overlooked". Maybe this has improved of late, I might try it.

[lukan61]

Have some of the call centre been out sourced to India??