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Customer Relations extended hours

Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Customer Relations extended hours

Hi all,
Following Jess' announcement regarding the changes to the Customer Relations team we can now confirm that starting today we will start trialling extending our working hours.
The team will work in different shifts to ensure that cover is provided between 9:00 - 20:00 Monday to Friday and 9:00 - 18:00 on Saturdays. Sundays will be our day of rest Smiley
Even though we won't have a full team working in the evenings between 17:30 and 20:00 we'll still aim to be present across the various platforms (Community, Twitter, Facebook, 3rd party sites and forums, and our official complaints channels), however, the cover won't be as heavy as it is during the day so please be patient with us whilst we make these adjustments.
That being said, this change is subject to change in the future depending on demand. We'll be reviewing the change over the next few months before making any permanent changes and we'll provide any updates along the way to you all.
If you have any questions about this, as always, please feel free to give us a shout!
18 REPLIES
TORPC
Grafter
Posts: 5,163
Registered: ‎08-12-2013

Re: Customer Relations extended hours

Nice one, Cheers Linn
I wish it every success Smiley
Superuser
Superuser
Posts: 3,501
Thanks: 1,953
Fixes: 12
Registered: ‎10-04-2007

Re: Customer Relations extended hours

Quote from: Linn

......... the cover won't be as heavy as it is during the day so please be patient with us whilst we make these adjustments...........

OK time to nominate.  Who's the secret doughnut addict?    Grin Grin
TORPC
Grafter
Posts: 5,163
Registered: ‎08-12-2013

Re: Customer Relations extended hours

I think that may be between ?? & ?? Tongue
Wonders how many of the Chris's would be in the running Grin
Superuser
Superuser
Posts: 13,048
Thanks: 4,341
Fixes: 26
Registered: ‎22-08-2007

Re: Customer Relations extended hours

Linn,
I hope the extended hours of coverage will not detract from the daytime volume of cover.  The same totals hours spread more thinly has only limited benefit.  There needs to be a net increase in staff hours to deliver real benefit.
Kevin
Community Gaffer
Community Gaffer
Posts: 17,682
Thanks: 665
Fixes: 167
Registered: ‎05-04-2007

Re: Customer Relations extended hours

The same total hours, if worked correctly will mean better overall coverage as the team won't come in to as many threads/posts needing instant attention first thing in a morning. It should allow them to work smarter over the day.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Customer Relations extended hours

It is now 18.19 and there are no staff on the Forum so who skived off early then  Lips are sealed
To add there is nobody on TBB either
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Customer Relations extended hours

eh? Well I can see MattyC, BobP and Adam C here!
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Customer Relations extended hours

So they have come back
That is why I specified a time
Moderator
Moderator
Posts: 19,288
Thanks: 2,165
Fixes: 348
Registered: ‎11-01-2008

Re: Customer Relations extended hours

maybe bob made the tea again and they were off recovering from the shock Wink Roll eyes

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Customer Relations extended hours

+1
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Customer Relations extended hours

I saw them there many minutes before my post and I thought I'd seen Chris as well, who is obviously now back - hello Chris  Wink
Moderator
Moderator
Posts: 19,288
Thanks: 2,165
Fixes: 348
Registered: ‎11-01-2008

Re: Customer Relations extended hours

who isn't CRT..

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Customer Relations extended hours

Quote from: Oldjim
.......and there are no staff on the Forum ...........

Chris is still staff, whether CRT or whether in his own time or not  -  you'd refuse help from him would you? or from paulmh5 who I've also seen on here recently?
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Customer Relations extended hours

Isn't it amazing
I note at one particular time that there are no staff on the forum and you insist on assuming that I am wrong because they are there at another time  Crazy