Client Communication Best Practise
Over the last 12 months we have never been more grateful to our Clients for embracing our help desk. By logging any queries or requests on the system we have been able to raise and then allocate each case to the correct member of our support team despite working remotely.
Our help desk utilises special software which allows us to:
Track the progress for all incoming cases.
Concentrate on incidents and issues of all our clients.
Maintain our database of all reported incidents and actions taken.
Create periodic reports on the number of issues, response & resolution times.
Our client relationship statement (which you can find on your Handover Form) gives a breakdown of our best practise timescales which will help you choose the most suitable form of communication:
1. I HAVE A MINOR SERVICE REQUEST
Please fill in the request in the communication book left on your site.
2. THE REQUEST HAS NOT/COULD NOT BE ACTIONED DURING THE FOLLOWING SHIFT
Please email the help desk. A case number will be issued before allocating your request to the appropriate member of our team.
3. THE CASE HAS NOT BEEN RESOLVED WITHIN 48 HOURS
Operation Manager is notified case has not been resolved and needs action.
4. THE CASE HAS NOT BEEN RESOLVED WITHIN A FURTHER 24 HOURS
Operation Director is notified case has not been resolved and needs action.
If you have any questions relating to our help desk, please email firstname.lastname@example.org