 | Allocate a named person or persons for each account. This person will be responsible for the efficient and effective management of the business relationship and will be available to attend regular review meetings as required. |
|
| | Offer all standard methods of communication, including fax, e-mail, post and telephone. |
|
| | Maintain a database recording details of all incoming queries, complaints, enquiries and new instructions, together with details of tasks generated and actions taken internally. All customer contacts will be monitored for resolution and completion. |
|
| | Acknowledge customer contacts within 2 working days for postal items and 24 hours for telephone, fax, and e-mail. |
|
| | We will regularly monitor incoming calls through our switchboard and display charts showing response times, % of abandoned calls, performance against response targets. We will endeavour to meet or exceed these targets. |
|
| | Maintain a PC Help Desk available during office hours to advise customers on use of our e-services. |
|
| | Employ fully trained dedicated Customer Service staff to respond to customer queries and to resolve routine matters. |
|
Top