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bettyrose 36, Male, New York, USA - First entry!

Jul 2015
4:48 AM IST

Customer Communication Channels: The C3 facet of customer service

In today’s world of tech savvy customers, multi-channel communication support doesn’t mean only incorporating E-mail with voice communication. Multi-channel customer communication includes phone conversations, E-mail, click to chat, click to talk along with web-self service. Customers want convenience and your organisation needs to be wherever your customers want you to be.

Majority of customer prefer voice communication with live agent when they face technical problems. But customers expect the same great quality of service across all your customer communication channels, all the time. Companies can take a number of actions to boost customer communications. Conduct customer relationship building training with service agent, hire customer care agents for personality, technical knowledge and experience & harness technology to enhance communication across different channels. Customers expect a high level of service, professionalism from agents and service recovery. Incorporate these factors in your multi-channel communication strategy.

The smart companies know that it is much more cost effective to maintain the existing customers than to acquire new customers. Each customer is different and so are their preferences. For example, customers calling DVLA customer service contact number can have queries related to licence, tax or vehicle registration. So only delivering fast response to customer calls and prospect inquiries is not enough for building loyal customer base, customer-facing employees need accurate information to deal with customer issues.

Tags: agency, contact, drivers, dvla, enquiries, general, license, number, queries, registration, telephone, vehicle

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DVLAcontact 49, Male, United Kingdom - First entry!

Jan 2016
10:13 AM BST

Drivers in the UK Finding It Difficult To Contact DVLA during Busy Periods

Some people are reporting experiencing difficulty whilst they are attempting to contact the DVLA. They are attempting to contact the DVLA for various reasons, such as taxing their vehicle, purchasing a personalised number plate or arranging/cancelling driving tests. Previously, if you had problems attempting to communicate with the DVLA over the phone, you could simply visit your local office. There were many offices in regional areas such as Worcester, Inverness, Carlisle and Liverpool- 39 in the network in total. However, at the end of 2013, the DVLA made the decision to close all of the local offices down.

This was because most people were now going online to use DVLA services, such as renewing a driving licence or getting car tax. All DVLA services are now provided by the agency’s key office in Swansea, Wales. Centralising all the services to one location has allowed the agency to save money and to keep costs down, but that has come at a price. It is now more difficult for drivers to resolve their issues by contacting the DVLA, as it can be harder to get in touch with them. Often, drivers are put through excessive automated systems and lengthy waiting times just to speak to a person who can resolve their query.

What to do if you are having difficulty contacting the DVLA:

See if you can get help online

Much of the DVLA’s important services are now available online. This includes taxing your vehicle (following the abolishment of the tax discs), renewing your driving licence, getting a replacement logbook, placing/removing the registration of a vehicle, declaring your vehicle off road (SORN), replacing a lost driving licence and contact DVLA of a medical condition which could affect your ability to drive. The DVLA has also just launched a ‘share driving licence’ service which allows you to share details of your driver qualifications, convictions and penalty points with third parties such as employers and rental car companies. All you have to do is generate a code and share it with them.

Visit the Post Office

If you are missing the personal touch of visiting your local office, this option may be best for you. If you need to renew your driving licence, you can visit the Post Office and they will take your photograph, get your signature and send the application off for you for a small fee (including postage). You just need to take your renewal notice and photocard licence with you. If you don’t have a reminder, don’t panic because as long as you haven’t changed your name you will still be able to use the service. Find alternative numbers; If you are tired of sitting through endless automated systems and just want to speak to a human, you just need to find an alternative number which may be a less busy line than the main DVLA helpline. Try the DVLA contact number and get your query resolved.

Tags: contact numbers, dvla

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