Sitcom inspires Chorley telephone improvement drive (From Lancashire Telegraph)

Sitcom inspires Chorley telephone improvement drive

3:47pm Monday 6th July 2009

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A Chorley housing group have launched a campaign to improve the way staff use the association’s telephone system.

Chorley Communinty Housing's Are You Being Served?, named after the hit TV show which starred John Inman and the late Mollie Sugden, is aimed at making sure staff answer the telephone promptly to ensure high levels of customer satisfaction.

The campaign comes on the back of investment in a new telephone system and a training programme for front line staff.

Customer Services Manager Jayne Allison, said: "We receive over 800 telephone calls a week from the public.

"We’ve launched our Are You Being Served? campaign to highlight the need for staff to answer the telephone correctly and not leave their phones on voicemail.

"One of the biggest frustrations for customers is speaking to an answerphone when they need to speak to someone in person."

Jayne added: "We brought our telephone service in house earlier this year and have reduced the time taken to answer calls to under ten seconds.

"We will be using mystery shopping to make sure that staff are answering the phone correctly and are thinking about the customers’ needs"

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