Each Friday afternoon our support team meets with management to discuss the week, call traffic and any outstanding issues. This session is attended by all the help desk team on board at the time as well as our Customer Service Manager and General Manager plus our Software Development Manager. The meeting provides a forum where we take the pulse of the business in the context of support call activity. We also present data on performance – call rates, closures and other issues.
We have a structured approach to customer service. This meeting is part of the structure.