Have you ever wondered what goes in to being a Customer Experience Specialist? Well, wonder no more!
Beth Huthart is one of Aspire’s brilliant Customer Experience Specialists and she’s here to give you a run through what a typical day looks like for her. No two days are ever the same in the Customer Experience Team and priorities can change with a moment’s notice, but hopefully this will give you some further insight into what keeps her so busy!
09:00 – 10:00
The first task I usually start my day with is checking my queue and update any billing tickets. All billing queries come through Customer Experience where we action things such as copy invoice requests, billing contact changes and general contract queries. We also act as incident manager for any cease of services and ensure the request reaches the right departments. If it’s something that requires Accounts expert knowledge, we will pass it over to Account Queries.
Then it’s a general update with the rest of the team to discuss what we’re all working on that day. All the work we do is around calls coming in from customers. Taking calls is our bread and butter and they can range from customers who have existing incidents and require an update, any overflow calls for new tickets, general enquiries, and sales calls. We usually take around 400 – 500 calls per week between the team. This puts us in an excellent position to get ahead of any emerging problems that may require escalation and allows us to liaise with the technical teams and other departments to communicate any updates to the customer.
10:00 – 10:30
I check any outstanding tasks I have in the CX mailbox. This could include (but not limited to!) investigations that have been requested from a Service Account Manager or people from other parts of the business, maintenance notifications and escalations to carriers to investigate faults.
10:30 – 12:00
Then I move on to any incident reports or complaints I have assigned to me. Depending on the status, it could involve getting started with the first steps – looking through the incident to see who was involved, how the ticket was progressed and look over any specific concerns/issues the customer has raised.
Next step in the process is to collaborate with the people involved and request their input with any technical information I need to help progress the report or complaint.
Any complaints or incident reports that are already underway could require an email/call to the customer to provide an update and when they can expect to hear from me next.
12:00 – 13:00
Lunches start at Midday so it’s all hands-on deck on the phones to make sure customer calls are still answered promptly, even when there are less people around.
13:00 – 14:00
A well-earned break, which now is usually spent in the downstairs staff area in NDC catching up on my socials!
14:00 – 15:00
Time for Quality Monitoring! This is performed to make sure incidents are being handled to a high standard, within set criteria and that customers always receive the best experience. We currently review 2 incidents per engineer for each team within Service Desk. We recently had the highest number of passes across Service Desk which is a huge achievement for everyone involved so massive well done!
15:00 – 15:30
I need to communicate a maintenance notification to a customer and arrange some downtime out of hours. If we’re carrying out work that will be service affecting, it’s vital that we let the customer know – this means that the customer knows exactly what is causing any disruption to service they may be having.
15:30 – 16:00
Another review of my queue to ensure any billing queries have been actioned/updated. I also review any outstanding cabling quotes for The Royal Household and update accordingly.
16:00 – 16:30
I have a MI Report that requires final review with Michelle. We discuss any amendments that are required and then I send the report to the affected customers.
16:30 – 17:30
CX Team members are starting to finish for the day. With me being on the later shift, I take more calls during this time whilst also reviewing any outstanding actions for the Service Account Managers. I communicate these out to highlight anything that requires attention and to see if there is anything I can support with.
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