hastus comments a tool to improve customer service november 16 & 19 2009
TRANSCRIPT
HASTUS COMMENTSHASTUS COMMENTS
A Tool to Improve Customer A Tool to Improve Customer ServiceService
November 16 & 19 2009November 16 & 19 2009
TopicsTopics Why?:Why?: What is this used for, anyway?What is this used for, anyway?
When?:When?: The importance of timely responseThe importance of timely response
What? :What? : Addressing the substanceAddressing the substance
Who?:Who?: RolesRoles
How?:How?: New features, common mistakesNew features, common mistakes
Where?:Where?: ResourcesResources
What is the Comments Database What is the Comments Database Used for?Used for?
Reporting to the BoardReporting to the Board Operator Performance Tracking and Verification Operator Performance Tracking and Verification Compliance with Federal RegulationsCompliance with Federal Regulations Developing Customer ContactsDeveloping Customer Contacts• Mailing ListMailing List• ““Frequent correspondents”Frequent correspondents”
Service PlanningService Planning Identifying Training NeedsIdentifying Training Needs
44
All Comments Are Not ComplaintsAll Comments Are Not Complaints
All ComplimentsAll Compliments Mailing RequestsMailing Requests New Shelter and Stop New Shelter and Stop
RequestsRequests New and Expanded Service New and Expanded Service
RequestsRequests Removal of Shelter or Stop Removal of Shelter or Stop Complaints about ProcessComplaints about Process
Category Distribution (Jan – Oct)Category Distribution (Jan – Oct)
55
Driver Behavior (Jan to Oct)Driver Behavior (Jan to Oct)
66
The Importance of Timely ResponseThe Importance of Timely Response
““10 days”10 days” CDTA CDTA wantswants a reputation as an agency that: a reputation as an agency that:• ListensListens
• Evaluates Evaluates • RespondsResponds
88
Addressing the SubstanceAddressing the Substance Focus onFocus on• ValidityValidity• SolutionSolution– Short termShort term– Long termLong term
• Perception = RealityPerception = Reality
99
Entry and ResponseEntry and Response Multiple entry pathwaysMultiple entry pathways• Provenance Provenance – CallsCalls– EmailsEmails– LettersLetters–Walk insWalk ins
Multiple response methodsMultiple response methods• ~25% want direct response back~25% want direct response back• MOST just want the problem addressedMOST just want the problem addressed
1010
RolesRoles Business DevelopmentBusiness Development• Database managementDatabase management• ““Most” customer responseMost” customer response• ReportingReporting
OperationsOperations• ““Most” responsibility to address substanceMost” responsibility to address substance
ITIT• SupportSupport
Responsibility Assignments (Jan-Oct)Responsibility Assignments (Jan-Oct)
1111
1212
Definitions - StatusDefinitions - Status
NewNew - Initial status upon creation - Initial status upon creation Cancelled Cancelled - Not applicable – usually a - Not applicable – usually a
duplicate or insufficient information to duplicate or insufficient information to follow up or assign commentfollow up or assign comment
Assigned Assigned - Responsible party determined - Responsible party determined by the database manager – but no action by the database manager – but no action taken taken yet yet
Definitions – Status (continued)Definitions – Status (continued)
On holdOn hold – Requires action by a third party – Requires action by a third party• More information from the customer?More information from the customer?• Assessed the situationAssessed the situation• Should log a follow up actionShould log a follow up action
Transferred Transferred - Different responsible party to - Different responsible party to complete follow-up.complete follow-up.• E.g. Direct customer contactE.g. Direct customer contact
1313
Definitions – Status (continued)Definitions – Status (continued) In ProgressIn Progress - Under review - Under review
• Acknowledge assignment acceptanceAcknowledge assignment acceptance
• Action has been initiated Action has been initiated
• Requires a follow up action be loggedRequires a follow up action be logged
ClosedClosed - Investigation is complete - Investigation is complete• Customer has been contacted (if needed)Customer has been contacted (if needed)
• Incident discussed with the operatorIncident discussed with the operator– Reviewed security tapeReviewed security tape
• Requires a follow up action be loggedRequires a follow up action be logged
Customer may/may not be satisfied with the result. Customer may/may not be satisfied with the result.
1414
1515
Most Common MistakesMost Common Mistakes Not changing defaultsNot changing defaults
• ProvenanceProvenance• Response NeededResponse Needed
Not “drilling”Not “drilling”• MoreMore
Not checkingNot checking• Creating duplicate customersCreating duplicate customers
• ANONYMOUS = 999ANONYMOUS = 999
1616
Resources AvailableResources Available
User DocumentationUser Documentation ““Right click”Right click” Ken – Ken – contact via contact via [email protected], 8323, 8323• Database itselfDatabase itself
Kristina – 6852, Kristina – 6852, [email protected]• Policy/ProcedurePolicy/Procedure
1717
QuestionsQuestions
Live Walk ThroughLive Walk Through