What are you responsible for on the Customer Support Team?
I’ll assess all email tickets as they come in, making sure that the rest of the team is working through them in the correct order, (first come first served basis) as well as within our target time of a 48-hour turnaround – at the moment we’re working at a 24-hour turnaround rate, which is brilliant!
As many tenants will have noticed, when they get a reply from the Customer Support Team, they’ll be asked to share how helpful that was with a red, orange, yellow or green face. This feeds into a customer service score, which I monitor – the monthly target for customer satisfaction is 80%. I’ll review this weekly and if we’re falling behind on this, then I’ll get the team together to try and turn this around.
When a member of the team receives a green face it’s so appreciated and always great for motivating them to help even more swappers! Generally, however, if a customer feels we haven’t answered their query as well as they would have liked and have given us a red face, then we’ll go back and see if we can help in any other way – the team is always trying to produce a good outcome for the customer. We do try to answer queries as quickly as possible, but I also ensure they’re always answered in the best way possible!