Changes to Digicare/Complaints & Introducing Customer Relations

[#1]

Quote from: Chris

You should get 'Ask Jess' whether you're logged in or not.

Hi Chris,
Maybe that is what should happen, but that is not the experience I'm getting at the moment.  If I click the link in Anotherone's post I get the second link down on the support pages, with no "Ask Jess".
If I click "log in" at the top of the page, press back page twice after logging in then do page refresh, I then see "ask Jess".
Platform is iPad / safari - I've seen similar page function differences on the portal before.  What works fines on IE appears not to work the same on safari with its non-standard browser implementation.
HTH
Kevin

[#2]

Hi all,
As per the above post Chris Purvey and I are moving to other areas within Plusnet. Chris Parr will still be around as per his earlier response so I wouldn't want you to look at it as though you're losing 3CP's.
Chris Purvey isn't around at the moment but I'm sure he'll be posting in here at some point, so I'll just speak for myself.
When I first joined Plusnet, my main aim was to fulfill and follow the Plusnet values, something that's probably never going to leave me! Despite all the problems that you all see on the Forums, I can honestly say that everything we try to do is very much for the customer - whether that be supporting third party routers or taking ownership of a long, protracted fault. I've always been well aware that the ultimate goal is to provide the very best service to each and every one of you and that's what I've tried to do.
I got first hand experience on the phones back in 2011/12 where I started my journey taking Technical Support calls, where I then moved over to work on Broadband Faults. Having spent over 2 years combined, in these roles, I felt it was time to take my experience elsewhere within Plusnet and I joined the Business Support Team, this was only a short venture before joining to Digital Care Team. Within all this time, I've been an active player on these Community Forums, so I really know what you all expect from us and that's something I fully understood moving into the Digital Care Team.
Having been part of the Digital Care Team since October last year, I've learnt a ridiculous amount from the likes of Chris Parr, Kelly, Dave and the rest of the Digi Care/Customer Relations guys/girls and it's been an absolute privilege to have worked with all of them, as well as you all, the community. Regardless of me moving on from the Customer Relations Team, I'll still be floating around to see what's going on - you can't get rid of me that easily!
As of this Friday (01/08/2014) I will be moving to our Engineer and Operations Department and working within our Quality Assurance Team. I'm really looking forward to the new role, it's something pretty much new to me so, it'll be strange moving from a role I'm comfortable with now, to a role I've got much to learn about!
Just a final thank you to the Mods on here, who do a great job, our jobs would be much, much more difficult without you guys and it's immensely appreciated. Our Brightsparks too, who save us hours upon hours of additional work, who take their time out to help other customers on these Forums, as well as holding us to account on what we say. For everyone who visits these forums on a regular basis, thank you - it wouldn't be what it is without you!

[#3]

Good luck to the Chris's in their new roles and a welcome to all the new kids on the block.

[#4]

Quote from: Chris

..............  Our Brightsparks too, who save us hours upon hours of additional work, who take their time out to help other customers on these Forums, as well as holding us to account on what we say. For everyone who visits these forums on a regular basis, thank you - it wouldn't be what it is without you!

Doing what we do wouldn't be as much fun and on occasions would be extremely tedious if it weren't for the fantastic support and help you have given. You are a great asset to Plusnet, I hope they realise that, and I wish you every success in your new role.

[#5]

To those moving on I wish you well, you will be very much missed. Thank you for all the help you have given.
To those moving in I wish you luck. I hope you won't need it but my experience of these type of company reorganisations is they take time to settle and flow and of course there is a learning curve [and we all know there are those of us who are impatient].
On the whole we're not a bad bunch and there are many customers who go out of their way to help those of us who are less knowledgeable - thank you one and all, be you old staff or new staff, in your support role.

[#6]

I miss Joanne Pilson from this forum as she are the one of the best female knowedge of broadband technology side. Also, thanks to Chris Parr, Chris Pettitt & other Chris Purvey for supportives and good luck in your new role jobs.

[#7]

Given the number of concerns expressed over the step change in skilled staff participating in the forums from Friday 1st Aug, I am surprised that Jess has not responded with some level of reassurance that things will be ok.  Hope we've not frightened her away already! 

[#8]

YAY!!! Plusnet would not be the same without T-Bone, Nice to see he is still about
Maybe they don't call him that anymore (maybe he's stopped destroying phones/monitors with his heavy hand?) However Mr Tony Thompson - I salute you  

[#9]

Quote from: goldenfibre

I miss Joanne Pilson

I miss her too,   

[#10]

Jess is like all other virtual assistants;  programmed to answer the questions a company wants to answer, no those one wants answered. Virtual assistants will be standing for Parliament soon! So much cheaper and no expenses scandals.

[#11]

Most of what I want to say has already been said - concerned, but hopeful.
So I wish the three Chris Ps well, and welcome Jess and the new Customer Relations team. 
With the extended hours of forum and twitter presence coming soon, will that make it easier to speak to someone about issues for which we currently have to phone the Customer Retentions team in office hours?
Also, with the incorporation of the complaints handling functions in to the same team as the people we see on the forum, will there be a better system of levels for complaints?  By which I mean, an initial mention of a problem will be dealt with as before but won't be forgotten if and when the problem gets raised more formally.  And when a problem has been through the formal ticket/question system, and someone wants to take it further and higher, it will be considered along with all the communication from the forum and ticket, and will be seen to be taken more seriously than a "normal" ticket/question.  So the system of levels would have three levels: 1 - communication on the forum and social media, then 2 - communication through a "normal" ticket/question (that doesn't require repeating the communication from the forum), then 3 - possible formal postal letter, more intense, quick, specialised, and deep response that recognises the prior communication in levels 1 and 2.

[#12]

Afternoon all,
I apologise for the delay in responding to these posts, the last couple of week have been manic to say the least!
In relation to the 3CP's moving on, I am in the process of recruiting new staff for Customer Relations and covering the skill set these guys offer is one of my main priorities.  Big shoes to fill, however I'm confident we have the talent internally at Plusnet - watch this space.
You are correct in saying losing these guys all at the same time isn't an ideal situation or start to a new team, however we are not in the business of holding our staff back if they wish to progress their careers within Plusnet.  As sad as I am to see them go, I wish them all the best in their new positions.  Rest assured I will still be working with them closely as the KPI's in their new roles can help us out on Customer Relations.

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With the extended hours of forum and twitter presence coming soon, will that make it easier to speak to someone about issues for which we currently have to phone the Customer Retentions team in office hours?

That's what we are aiming for across the whole of service and sales.  There are a few changes happening within a Sales/Retention's team at present that will make contacting them easier.

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Also, with the incorporation of the complaints handling functions in to the same team as the people we see on the forum, will there be a better system of levels for complaints?  By which I mean, an initial mention of a problem will be dealt with as before but won't be forgotten if and when the problem gets raised more formally.  And when a problem has been through the formal ticket/question system, and someone wants to take it further and higher, it will be considered along with all the communication from the forum and ticket, and will be seen to be taken more seriously than a "normal" ticket/question.  So the system of levels would have three levels: 1 - communication on the forum and social media, then 2 - communication through a "normal" ticket/question (that doesn't require repeating the communication from the forum), then 3 - possible formal postal letter, more intense, quick, specialised, and deep response that recognises the prior communication in levels 1 and 2.

You have pretty much hit the nail on the head in terms of  the bigger picture we have planned for Customer Relations.  The way in which we define, action, monitor and escalate complaints across both our High Level Escalation Process and via Social Media will be changing for the better.  These changes cannot be made over night and we are working on a wider strategy over the coming months.

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Given the number of concerns expressed over the step change in skilled staff participating in the forums from Friday 1st Aug, I am surprised that Jess has not responded with some level of reassurance that things will be ok.  Hope we've not frightened her away already!

You definitely haven't frightened me away! You'll just need to bear with me whilst I work with the team and other areas of the business to get everything in order.
Thanks again for your questions, comments and support.

[#13]

What's the changes that the "virtual" Jess is based on you and that's you on the H & S page? 
Any relation to Mick/Paul? 

[#14]

Quote from: JessBooth

That's what we are aiming for across the whole of service and sales.  There are a few changes happening within a Sales/Retention's team at present that will make contacting them easier.

So what you're saying is that customer services will be going back the whey it was back when Force9 was the parent company of PlusNet.

[#15]

Quote from: JessBooth

That's what we are aiming for across the whole of service and sales.  There are a few changes happening within a Sales/Retention's team at present that will make contacting them easier.

Making them CONTACTABLE via the ticket system would be a LARGE step forward this you MUST call to get a mac, discuss discounts etc is a large hole. Look at my thread on having been charged for calling them. Not a great system.