Dearest NZ internet service providers
# When your staff promise to call your customers back please ensure that you have systems in place to ensure that this happens. Is that such a hard ask? This means making use of proper ticketing systems that have the following features:
* If a ticket is closed without customer confirmation and acknowledgement a flag should be raised or the ticket jumps out in reports.
* Tickets should be closed with options such as resolved, unresolvable.
* Tickets should have tasks or dates or some reminder function that everyone in the team can check up on so that customers don't get forgotten about when a single CSR goes on sick leave. There should be zero reliance on Outlook here - this needs to be done by the ticketing system.
* When a CSR accesses a customer's account this should be logged. Any access to a customer's account with no notes entered should raise a flag. The purpose of this isn't so much for privacy as it is for CSR's that hang up on customers.
* Follow up feedback by a senior should be placed especially for difficult tickets. First level staff should be able to do this themselves for their own tickets, for example verifying with the customer that Chorus have played their part. This can be quite rewarding.
* Better communication between Chorus and ISP's needs to be implemented. At the moment and based on my experience there's a horrible disconnect between customer's tickets lodged with the ISP and the resulting tickets with Chorus where follow ups are done manually and maybe when a CSR remembers. There either needs to be an EDI solution here where Chorus ticket updates are linked to the ISP's tickets so that a CSR can notify the customer or push a process to the next stage.
* The alternative to the above is for the ticketing system to remind the CSR or team to manually check with Chorus for updates
# Don't make your Chorus problems the customer's problem. In these cases explain to the customer the issue but quickly follow this up with how you are going to take care of it.
# If you're going to call a customer about feedback sent back by txt message to your automated system could you at least ascertain what ticket the feedback was in regards to? #truestory
If any ISP could manage the above it'd be winner winner chicken dinner.