Consultant's NotesAt first glance the results are a bit worrying. I've called several dissatisfied people, and one of the issues raised regularly was that the person they actually needed to talk to wasn't in the office, or on another line, and no one else could help me. observations I calculated that the two of them were busy for about 60% of their time – the third assistant (Z) was busy for about 95% of his time, but many questions are lost because sometimes there is no one available to answer the phone and no recording of missed calls is made. If the query database proposal had been implemented, and if everyone had access to a centralized repository of answers, and a way had been found to extend someone's hours of availability, perhaps they could have gotten by with just two assistants. Concerned that some assistants do not complete any documents and that completed documents are not referenced. There must be a need to store this information and make good use of it to improve the service. I have explored the cost of an automated telephone system and it will be around £5000. Perhaps another £3000 for other costs and perhaps two days training needed. Key quotes from assistant interviews Assistant YQ: Can you explain what you do? I work 9am to 5pm, just like the others, and when the phone rings I check that it is indeed a customer who has purchased a product and if it is, I write down the details in this form (see below) and if I can I answer the question. If I can't respond I pass the form on to someone else and if it's compliant I tend to hand it to my manager. If it's a question about music, TV or similar I always give it to ZQ: It can...... middle of paper ......t if a customer has a follow-up question, but I admit it can be difficult to find a particular ancient form. I depend on Y a lot and if he ever left we would be in trouble. I've tried to hire more staff, but the manager always says no – sometimes he sees us all sitting around doing nothing – especially on Friday afternoons. Notes from Meeting with CEO Key Factors: The CEO plans to expand and take over more stores. He understands the importance of good customer service and wants the function to become more formal and able to be centralised. However, the director is very keen that the service does not become impersonal, with layers of complex telephone menus and endless meaningless messages. Very aware of the dependence on customer service operator Z, but knows that when he is here and talks directly to customers, he provides good service.