topic Re: Changes to Digicare/Complaints & Introducing Customer Relations in Community Announcements

Changes to Digicare/Complaints & Introducing Customer Relations

JessBooth — Mon, 28 Jul 2014 14:01:44 GMT

Good afternoon,
Following an internal restructure within Plusnet, there have been some changes which affect the Digital Care Team, and ultimately you as the wider community.
As a company, we want to improve the interactions we have with you and our other customers, along with evaluating what we’re already good at doing and what we can do to improve.
In light of these changes, I would like to take this opportunity to introduce our Customer Relations Team.
Customer Relations is a new Team within Plusnet, combining our Digital Care & Complaints Teams. We are responsible for resolving customer questions, queries & complaints via all channels, including (but not limited to) the Plusnet Community Forums, Twitter, Facebook and through our Complaints processes.
Prior to July, our social media presence was dealt with by Digital Care, a team that consisted of 5 people. By combining Digital Care with our Complaints Team, we now have up to 15 people who are able to cover these workflows across all of our brands, which includes Plusnet, Madasafish & Metronet. In the near future, you will also see us begin to expand the hours we’re here on the forums and social media, in order to provide you all with a more improved customer experience.
You will start to see a few new faces on the forums week on week as I work on cross skilling the team, as well as some of the people you are already used to seeing. As and when these people are ready to move into the Community Forums, they will be introducing themselves. However, prior to that happening, here is the team list as it stands:
Customer Relations Team Members:
Adam Cassim
Linn Karstrom
Adam Walker
Luke Sanderson
Matt Cruise
Dan Hodby
Tony Thompson
Sharon Brown
Aled Vaughn
Rich Bee
Andy Thompson
Alex Devine
You’ll probably notice some names missing from there, the 3 Chris P’s are all moving within Plusnet to other departments.
The new team is now my responsibility and I hope you’ll see the improvements and changes we’re making having a positive impact on your experience with us.
As a department, we are incredibly excited about these changes that can only reflect positively on how we interact with our customers. As always, if there is anything you as the wider community believe we should change to improve as a team then do let us know!

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Anotherone — Mon, 28 Jul 2014 14:23:19 GMT

Well I hope we end up as excited as you appear to be. What I find disappointing is the disappearance of 3 team members who have done sterling work on here and know the regulars well. As with a lot of "improvements" Plusnet have been promising for sometime, I'm not holding my breath.
I hope we will still see appearances from the 3 Chris's from time to time, but also Kelly, Dave and a few others.
I wish you luck.

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Chris — Mon, 28 Jul 2014 14:23:58 GMT

I'll definitely still be around, part of my new role means I need to know what's going on in the Community

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Kelly — Mon, 28 Jul 2014 14:34:41 GMT

I'm sure the departing Chris's will be here to explain what they are up to

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Townman — Mon, 28 Jul 2014 14:52:16 GMT

Jess,
Welcome to the front line. I hope you fully understand the magnitude of what awaits you, especially with the loss of the knowledgable and hardened CP3 warriors. They have been stalwarts in making things happen and fixing issues which have been inadequately progressed by the call centre and / or ticketing system. They have been a far too thin line between dissatisfied customers and the complaints department for far too long, which is may be why battle scarred and weary they are moving on to less stressful roles.
I've seen them working on forum problems at all hours of day and night, including weekends all in their own time. At times they have appeared to have been inadequately supported by the management team. There have been at least two major threads soliciting input for improvements to be discussed with the CEO, but there has not been a single word of response from Andy - the guys on the front line have apparently just been left catching the flack.
Loosing all 3 at once is a massive challenge, they will leave massive empty boots, which are unlikely to be adequately "refilled" over night. Therefore I fear things will get worse around here before it gets better. There are a number of us on here who devote a lot of time to supporting users, we cannot do that without having the very best resources in the CRT. It essential that there is complete continuity of staff as competent and highly skilled as CP3. I will miss them and I await to see if their replacements are indeed capable of filling their boots.
Good luck, I'm waiting and watching...
Kevin

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Townman — Mon, 28 Jul 2014 14:53:58 GMT

Quote from: Kelly
I'm sure the departing Chris's will be here to explain what they are up to

Kelly,
Handing over current work activity is one thing, loosing experience x3 from the team is something else.
Kevin

Re: Changes to Digicare/Complaints & Introducing Customer Relations

dvorak — Mon, 28 Jul 2014 14:55:04 GMT

Quote from: Townman
Tess,

think you'll find it's Jess

Re: Changes to Digicare/Complaints & Introducing Customer Relations

pwatson — Mon, 28 Jul 2014 14:56:53 GMT

So Plusnet's Virtual Help Assistant has been promoted to running the Customer Relations Team?

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Townman — Mon, 28 Jul 2014 15:09:19 GMT

Quote from: dvorak
Quote from: Townman
Tess,

think you'll find it's Jess

Ta,
Would not want to set off on the wrong foot!

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Pettitto — Mon, 28 Jul 2014 15:14:43 GMT

Quote from: pwatson
So Plusnet's Virtual Help Assistant has been promoted to running the Customer Relations Team?

Ha! I wondered who'd be first with that

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Anotherone — Mon, 28 Jul 2014 15:16:59 GMT

Jess, if that's you here, who reads the comments/feedback that is left on there?

Re: Changes to Digicare/Complaints & Introducing Customer Relations

ITWorks — Mon, 28 Jul 2014 15:23:14 GMT

On the face of it losing 3 members of the very very important DCT at once seems a bad decision, its not like their knowledge and know how of the community , can be replaced instantly, that takes time, but only time will tell.
Good look to the 3 Chris P’s , sure they would do a great job in their new roles, like they have done in the forums etc ..
Regards
Mike

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Townman — Mon, 28 Jul 2014 15:25:35 GMT

Quote from: Anotherone
Jess, if that's you here, who reads the comments/feedback that is left on there?

You need to be logged into to the portal for this link / reference to make sense. As unless you are logged in, you don't get "Ask Jess".

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Chris — Mon, 28 Jul 2014 15:26:52 GMT

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

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Anotherone — Mon, 28 Jul 2014 15:29:56 GMT

I was about to say similar Chris, and whilst I'm here, Good luck in your new role, I've noticed you have been busy in some of it for a while, I'll get to reading more of it in due course

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Townman — Mon, 28 Jul 2014 15:42:27 GMT

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

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Pettitto — Mon, 28 Jul 2014 15:47:20 GMT

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!

Re: Changes to Digicare/Complaints & Introducing Customer Relations

MisterW — Mon, 28 Jul 2014 15:59:56 GMT

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

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Anotherone — Mon, 28 Jul 2014 16:03:57 GMT

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.

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Mayfly — Mon, 28 Jul 2014 16:32:49 GMT

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.