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Developing the kind of software and technological tools that allow training companies to streamline their processes and reduce back office administrative tasks, and in turn free up their time to create then deliver great learning content, is no easy task.

As a training management software business we’re always being tasked to come up with the solutions to challenges that companies in the learning and development industry are facing: administration overload, not managing customers effectively, wanting to attract a global audience, and having disparate systems that deal with parts of the training business.

More and more, as businesses become more web-savvy, there is a desire to be a part of the design and creation of the software that we are creating for them. We deal with specific challenges and it would seem that there is a growing appetite within the learning world to find out not just what our solution looks like but how we got there as well.

So, to give you some insight into ‘how’, here is a window into the lives of the expert developers at accessplanit…

It’s important to start at the beginning with a blank sheet of paper, and ask the question: How do we come up with what needs to be developed?

There are a few ways we can do this properly:

• Customer suggestion/feedback - this is key, the product was originally developed specifically based on a training companies needs and user feedback drives all development. How else can we be sure that we are giving customers what they want and need?
• Internal reviews – always asking, ‘how could we do that better’?. The most common source of support calls what changes could we make to streamline certain process in the system, reduce clicks, and basically improve the lives of our customers
• Innovation , what is the system missing or would users really benefit from?

From this point the training management software is designed, or the change to the existing software (because this is a process that takes place for established products too – constant re-development is crucial to keep our clients ahead of the game). This begins with a discussion and then drafted up into a document. The design document is then reviewed and tweaked until we are 100% with the plan.

Next step is to schedule the work in.

Using AGILE the development is broken down into bite size chunks that allow the development team to work through a change/implementation as a collaboration.

Once developed the software is pushed to our live test environment where it is tested by four internal testers that follow a script to ensure all areas of the system are working effectively. The testing then targets the new development areas to ensure the new feature(s) is 100% complete before release.

Because of the modular way the system is implemented, new features can be held back and made available to anyone who wants it on request. All customers have a test environment that the latest build can be applied to so they can decide if they want a new feature or not.

The learning industry moves on. We realise that, and we know that eLearning is important, as is social sharing and classroom-based learning. Our software is designed in parallel with the learning industry, tracking changes and tweaking performance to ensure it is meeting today’s challenges, not yesterday’s, for our clients.

If you’d like to hear more about the approach that accessplanit takes to developing new software or implementing new features and functions to existing products, get in touch now: call us on 0845 543  0229 or email enquiries@accessplanit.com .

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Training software house, accessplanit, looks back over the first few months of a busy and successful 2012.

The first quarter of 2012, as predicted at the end of 2011 was a busy and successful period of growth and new business for training management software house, accessplanit.

With new recruits settling into their roles within the business’ new offices, and a range of new clients coming on board between January and April 2012, the first quarter has exceeded expectation, according to Dave Evans, commercial director at accessplanit. He explained that the addition of companies like Fusion Experience , Knowledge Point and Selhurst Consulting , have made for a strong start to this Olympic year.

“I think for a lot of businesses 2012 was going to be a big year. When you think about what’s going on, from the Olympics to the Jubilee, it should be reflected in business too. That’s certainly the case at accessplanit. It’s great to see more training companies coming on board and using the software that our developers work so hard to create and design.” Some of the other new clients that accessplanit has signed in recent months include: ESPA, Ashbury Training, and Industry Training Services.

The recruitment phase is set to continue into the second quarter of 2012, and now that the four latest recruits (Jenna Culshaw, Matt Goddard, Rob Gilmour and Jonathan Phillpotts) have settled into their new roles, the software house is looking to build once more – in particular this will be in the development function. “We are always looking to strengthen both the development area of the business and the support area – these are key to our success,” added Evans.

Moving forward there seems little sign of a growth let up, as the training management software provider is already eyeing up some “high profile clients” in the near future. The commercial director, added: “We are in talks with some high profile names in the industry and we hope to be able to announce their collaboration with accessplanit very soon. For now we are working hard to maintain strong relationships with existing clients, and through our very diligent and thorough support team we are helping them to see strong returns on their investments.”

The software house has also featured heavily in the training industry press in the first quarter of 2012, with one article on Training Zone becoming one of the most popular articles on the site in recent times. An article entitled, Honest Feedback: Why the happy sheet is so last year attracted some 6,000 reads and a range of comments from the industry. More than 200 training companies also downloaded the first accessplanit whitepaper report of 2012 within two weeks of publishing. You can download the report entitled: The new approach to effective marketing for training companies by clicking here .

If you want to talk with accessplanit about its training management software that has proven to reduce training company cost and administration while boosting revenue and profit, you can call the team on 0845 5430229 or email enquiries@accessplanit.com .

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You may well have heard the expression, but never really stuck around too long to find out what it means when it comes to training management software . Well, now is your chance because this article looks at what cloud computing is and how it should be impacting your training or course provision business…

Just as the satellite navigation system condemned the road map to the boot of the car, and the iPod has ensured that CD collections are becoming less and less common, cloud computing allows businesses and individuals to store files that would traditionally be in dusty office boxes, on the internet.

The ‘ cloud ’ is a pretty apt description as well, because files are literally pulled from the ground and disintegrated into web-based files that are, obviously, far easier to protect and take up less room. And, just like training management software , this is no fad. According to IDC , the global provider of IT market intelligence, cloud computing will create 6.75 million new jobs for China and India by the end of 2015.

Users access their data and files via a web-based programme, and this kind of storage is fast-becoming crucial to businesses looking to increase efficiency and save money. So, what does cloud computing mean for the training industry, and how could it benefit those working in both training and course provision?

Reduce administration

One of the biggest challenges training companies face is administration . Each new course, programme or client brings a heap of back office work along with it, because more often than not, training companies are fairly small compared to the size of the business they are providing training to. Where a ten-strong training company is supplying training and development to a multinational company, administration becomes a real issue. Cloud computing allows the training company to use an online filing system, as opposed to a physical room full of files and data. So, if a new client comes on with 5,000 employees, all details can be automatically filed and stored online.

Boost efficiency

In a competitive environment, efficiency is everything, and trainers will know this more than most. Via training management software, companies can spend less time preparing reports and locating data on various clients, and more time on providing a slick and efficient service.

Cut storage cost and risk

Cabinets full of important client information, private happy sheets, and vital delegate feedback are at risk while they remain in physical form. Erasing data from the internet is near enough impossible, so while files may get misplaced there is little chance they will be erased forever. This means that adopting cloud computing will keep training companies’ data safe and secure, reducing risk and the significant consequences of lost or damaged files.

Share learning

The rise and rise of social media channels (we wrote about Google+ here ) and sharing sites have identified a real appetite for online communication and interaction. The training industry has caught on to this, and while eLearning is growing in popularity so too are opportunities to share training content in groups where members have exclusive access. Cloud computing facilitates this by taking groups of individuals out of the classroom and into a web-based area where they can download content provided by the trainer, watch videos and even share experiences. Classroom training has its place in the training industry, but it the importance of web-bases sharing and training cannot go unnoticed.

Empower delegates

Cloud computing also gives trainers the opportunity to hand learning control back to delegates and businesses. Once it was accepted that to book onto a training programme it was necessary to phone up a company and book places over the phone, but today we-based training management systems mean that these places can be booked by logging into a shared area on the internet. The chaos that colleges, for instance, face in the run up to a new term is caused from a bottleneck of interest coming from prospective pupils. Instead of offering just one way of reserving places, empower potential business by using the internet to support a 24/7 booking option.

Speak with accessplanit today about its training management software , Course Manager. This web-based software has proven to offer the benefits listed above, and you can trial the software by calling 0845 543 0229 or emailing enquiries@accessplanit.com .

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Shortly after they have got themselves settled in to their new surroundings, new recruits to accessplanit are being tasked with some pretty tough questions to answer. In this short Q and A, you can get to know our latest addition, Jenna Culshaw, who has joined the support team. Jenna talks about music that sounds like ‘RAWRR’, getting stuck in at accessplanit and futile efforts to resist the iPhone’s brilliance…

1. Can you tell us some more about your new role at accessplanit?

I’m based in support but will be branching out into implementation soon! Currently I try to help any problems which come through to support while producing help booklets and e-learning tutorials.

2. Where will your main areas of responsibility lie?

My main responsibilities are customer based, taking telephone calls and helping users with the software. In a few months I’ll be occasionally out of the office training new users, which I’m very much looking forward to.

3. Have you always worked in the software and technology industry?

No, I’m a recent graduate. I actually started my student life studying psychology, before I realised it wasn’t my calling and quickly switched to computer science, I’ve never looked back.

4. What are your goals and ambitions at accessplanit for the short-term?

At the moment it’s to get as stuck-in as possible, trying to pick everything up quickly and properly.

5. Away from work, what gets you out of bed on a Saturday morning?

I’d like to say running, which half the time is true, the other half of the time it’s the thing that puts me off getting up.

6. Where is the furthest place from the UK you have travelled to?

Florida when I was 14, discovered IHOP and now no other restaurant will ever match up.

7. So, when you’re not at accessplanit Towers delivering new software to clients, what do you get up to?

I’m quite housewifey… surprisingly, so tidying, cooking and baking. Also running and reading Chuck Palahniuk has taken up quite a lot of my life.

8. Facebook, Twitter, LinkedIn, YouTube or none of the above, thanks?

Facebook from time-to-time.

9. What interesting fact do you think everyone at accessplanit will find out about you very soon?

You have to be interesting to have interesting facts! Well, nothing spectacular, I have OCD about plug-sockets if that counts? Or maybe that I like music that sounds like ‘RAWRR’, no one ever expects that.

10. What do you think has been the greatest invention of the past decade, and why?

As much as this would have killed me to say this a year or so ago, it has to be the iPhone. Ignoring all advances in molecular physics and animal cloning! This device has upped the game in day-to-day technology, wowed millions and become a dependant item for so many.

Jenna will be working in the support team at accessplanit, where the team ensure that all clients have the right level of knowledge and understanding around usage and functionality of the accessplanit training management software. If you would like to hear more about the support we could offer your training or course provider business, should you use our cutting-edge software, just get in touch with the team on 0845 543 0229 or enquiries@accessplanit.com.

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Growth, product development, user groups and exhibitions… accessplanit looks ahead to 2012

Now that January is well under-way and the festive break feels like a distant memory, it’s important to concentrate on what is coming up, rather than what has already passed – though, when you’ve had an incredible year as we did in 2011, it’s sometimes tempting to occasionally glance back…

This year however is shaping up to be just as impressive, with growth and product development top of the list for the rest of the year.

Later this month accessplanit will have a large presence in both the exhibition hall and the conference rooms of the 2012 Learning Technology show in London. It will be the first real opportunity for the business to showcase its latest developments and discuss upcoming plans for the year with like-minded people within the training industry – make sure you visit the accessplanit stand (67) at the event (25 and 26 January), and also host a seminar on Day 1 of the event from 2.45pm (Theatre 3). The session will challenge how and why traditional LMS will simply not allowing training companies to market, sell and deliver their content effectively in 2012 – don’t miss it.

In 2011, accessplanit was voted the ‘One to Watch’ in the exit poll, so we’re hoping that this year our impact will be just as impressive.

In terms of growth, the company has already started as it means to continue, by securing new personnel expertise in the form of operations manager, Rob Gilmour. In order to continue developing the latest products for the training industry and to carry on servicing our clients at the highest level, the workforce at accessplanit will grow into the year. Customer support, for instance, is hugely important to us here at accessplanit, and while we have recently added to the support network, we have a plan to strengthen this division even more to be absolutely sure that each and every client has all the help and expertise they need to maximise return on the software we provide. To this end, we are also planning out first user group in 2012, which will allow all software users to come together and ask questions about the accessplanit software and also learn more about new developments and functionality.

As mentioned previously, development is key to maintaining a strong position in the market and 2012 will be the year for exciting product development as well. Working in the technology space means that it’s crucial to remain cutting edge, and we know that the only way to do this by having the usual expertise persistently testing new products and researching customer need and technological advances. As a software house, we have every intention of staying ahead of the game in 2012.

And, one of the key ways that you can stay in touch with the progress into 2012 is by signing up to our newsletter (just click here and we’ll get you registered), and by reading the blogs and news stories that we post onto our website on a weekly basis. If we’re not commenting on the latest technological trends in the training and course provider world, we will be updating our audience on product development – so click here and make sure you keep coming back.

This year promises to be the biggest yet for accessplanit, and we hope that you will be a part of it. Get in touch with the team today if you want to discuss the latest training management software that accessplanit has developed. If you’re a training company or course provider, find out how our solutions can dramatically cut administration time and costs in 2012, while boosting marketing and sales for the business.

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For some time annual conference and exhibition events have been delivering the ideal hunting ground for service providers looking to showcase their latest services and products to their target market, and for opportunistic business people to interact with like-minded individuals and buy into the latest ideas and concepts to support them in becoming more effective in their job. The Learning and Technologies Show is no different, and this year the hosts promise to put on another incredible event.

The conference and exhibition formula works, otherwise halls up and down the country wouldn’t be packed out each week with stalls, seminars and presentations filling up packed daily schedules. However, while these events are well-attended, that can’t be denied, how many visitors go to along equipped with a strategy that will ensure they get the most return for sacrificing a day or two out of the office?

From our experience, not very many. So, to ensure that you get the most from the next conference or event, follow accessplanit’s top tips on how to prepare for the next time you leave the exhibition hall you have more than just a bag full of branded pens, pencils and mousemats…

1. Prepare: Just because the event planner’s marketing team has told you that each and every seminar at the conference is a “must attend”, it’s crucial that you do some prep work yourself. Be clear on what the key issues are for your business right now, and align those objectives with the sessions you attend. Also, find out who is speaking and identify whether anyone is particularly ‘cutting edge’ in terms of where the market is going and how it will develop.

2. Benchmark: You’ll be inundated with representatives from stalls wanting to talk to you about their latest products and services, but have a strategy in place from the start as you will struggle to have good conversations with every single one. As an example, see this as a benchmarking opportunity, so look at all your current suppliers, find out who is in direct completion with them, and see if you could be getting a better deal somewhere else.

3. Smartphones: Unless you’re part of an anti-tech clan, you’ll have a mobile phone with decent camera functionality, and a busy conference is the ideal place to use it. Instead of frantically writing down notes on each and every new piece of tech that you think might be able to half your workload, take pics to remind yourself later.

4. Networking: Don’t be too selfless either, it’s good to seize the opportunity to find out more about how the latest providers can help your business, but also remember that you are surrounded by individuals working in the same industry as you, and the power of networking should never be ignored. Think about those who are a few rungs above you on the corporate ladder, and consider how they could help you to catch up. If you get a chance, find out who is attending and which company they are from, you can make a beeline for then during breaks.

5. Be ruthless: Exhibition and conferences are a crucial time for service and product providers, and it makes no sense to waste people’s time. So, by following step 1 and having a clear idea of what you want to get from the exhibition you will ensure that you don’t waste anyone’s time. Don’t stand around and let an exhibitor talk and talk if you have absolutely no interest in the product in question or it it’s totally irrelevant to your business. Of course, if there is a chance that you could invest or are keen to learn more about the company, stay and talk, but if not take a ruthless approach and move on to the next stand.

6. Visit accessplanit: Of course, the best way to get the most from the Learning and Technologies show 2012 is to visit the experts – accessplanit. We’re exhibiting at stand 67 over the two days and will be on hand to explain just how our revolutionary training management software can cut administration and costs, while helping businesses to market and sell their training courses in a far more effective way.

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It should come as no surprise that the fashion industry is at the forefront when it comes to integrating technology into business – fashion relies on being extremely responsive and reacting to new levels of demand, and technology offers complete support in this arena.

That’s why I was interested, but not shocked, to read about the latest venture by Debenhams. The retailer has launched a range of virtual pop-up shops across the UK, and those interested just turn up, download an app to their iPad or iPhone, and virtually ‘try on’ dresses, without the usual handbag throwing and elbow flying normally associated with these type of must-attend events. What is more, you can even send out the virtual image of yourself in the new dress on social media sites like Twitter and Facebook to get a quick assessment from followers and friends.

For me, this has to be the future of training. Utilising all of the various training platforms to bring people together into a virtual classroom where experiences and knowledge can be shared around. All trainers know the importance of sharing and communicating (these are probably the reasons that many find it so hard to loosen the shackles of classroom-based learning), and via social networking sites this is made quick and simple.

Forget week-long training programmes, this is modern day learning, where delegates can get bite-sized portions of information as and when they need it, without being tied to a certain time or date. An effective training management system will allow trainers to offer learning in this way, the only barrier to developing this approach seems to be the training companies themselves.

But change is happening, you only need to see our tweets and news posts to see how many training companies that we work with are building their client base and reaching out to a wider audience with the latest innovative products and services. Take Course Manager for instance, it allows training businesses to completely automate the work that they carry out on a day-to-day basis, from the marketing of their programmes to generating the invoices and ‘happy sheets’ at the end of a course. Time, as with any industry is so precious, and it is crucial that companies continue to shift their training programmes from off-line to on-line in an effort to boost engagement with a busy workforce.

Debenhams may well be operating in an IT-savvy industry, but it is still delivering a product or service to human beings, just as training is. The difference is that there is a far wider acceptance and excitement around IT-based interaction within fashion, but as more and more businesses demand the type of development programmes that allow individuals to fit learning into their busy schedules, it is up to the training providers themselves to satisfy this trend, or else lose the business. 

You can get in touch with accessplanit and hear more about the Course Manager software that it has developed. Either call 0845 5430229 or email enquiries@accessplanit.com if you want to read testimonials from current clients or set up a demo to see just how much of an impact the software can have.

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We’re pleased to report a recent new hire here at accessplanit – a brilliant new software developer who’ll be joining our team in the coming weeks.  What’s interesting about this particular new recruit is that we found him via social networking site Twitter.

Obviously recruitment through online methods is not a new revelation, recruiters and job hunters have been using websites and online job boards for years. However, social media is increasingly playing a role in how companies recruit their staff. So, as recruitment teams tap social networking for increased exposure and success, shouldn’t other industries follow suit and embrace all that online systems have to offer?

When you think about it, it makes perfect sense. Social networking platforms such as Twitter and Facebook are ideal channels as they’re a more personable and immediate ways to connect with a mass audience. With Twitter, you have a ready-made, actively engaged pool of people at your fingertips. Presumably, if someone has chosen to follow your organisation or brand, they already have a healthy interest in what you have to say. They also have their own online circles through which to spread your message.

Social networking channels can also promote a more approachable, human side to an organisation. Regular tweets and updates from a brand or company can really reveal a personality behind the business face and give prospective employees a sense of the working culture. Once technology was seen as impersonal and to be avoided where possible, today it’s not only so convenient and effective, it also has lost the impersonal tag and become wholly accepted in society. In the corporate world, an avid online follower may have a clearer idea of the company’s ethos and therefore a stronger sense of whether they’d fit well with the organisation.  

Access is immediate and wide reaching with online platforms, so you can connect with people wherever they are and engage in a relatively informal two-way dialogue. This element of instant interaction also makes social networks a positive and speedy recruitment tool, not to mention a responsive tool for trainers who need to get in touch with delegates to update them on a last minute venue change or ‘don’t forget to bring’-type note.

As our recent hire shows, people are keen to engage with organisations online and will subsequently base large, life-changing decisions on this initial interaction. 

We are huge advocates of harnessing the power and flexibility of online systems. We feel many organisations limit themselves by not fully embracing all that these systems have to offer. Take the training industry for example - many organisations could massively increase their scope of communication through training management systems. By using an online management system, they could save time and money by streamlining the processes of selling, administering and managing training courses and events.  

Try out the accessplanit Training Administration Software by ordering a demo with one of the team, just take a look at the impact it could have on your business. Call the team on 0845 000 or email enquiries@accessplanit.com

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Anyone who was trying to ignore the technological revolution, can try no more. It’s futile. As the news filtered in that ‘the’ gadget of the past few years, the iPhone, is to be manufactured by robots (in part at least), I could almost hear the small corner of IT-resisting traditionalists throwing down their weapons and reluctantly wandering across to the other side, the war is over and the battle is won.

There is a serious side to the story of a million robots replacing human workers who are carrying out mundane and monotonous tasks in the iPhone factory in China’s Pearl river delta, of course. It is a huge step for the technological world, indicating that companies of this size are looking to drive efficiency and bring down costs through the introduction of intelligent and sophisticated technology, and the fact that this move in China has received such press, is not just because of the iPhone connection. It is also because, rather bravely, a member of the China Labour Bulletin (an organisation supporting the plight of Chinese workers) has claimed that this could in fact be a positive move for staff, who will finally be able to divorce themselves from the thankless tasks and actually up-skill and work on projects that use a bit more of their ability as a human being.

And it’s an interesting point that I’ll certainly be bringing into accessplanit, because all too often in the training world there is scepticism about advertising the fact that investing in new technology means that staff numbers will be cut, but that never has to be the case.

In fact, and I think it’s more than just a positive spin, the Chinese official is right, it can be the golden opportunity than individuals have been looking for to up-skill, actually relinquish the boring jobs and replace them with something that requires a level of intelligence and input that, perhaps, only humans can offer. It will be interesting to see how this one pans out, and, perhaps more importantly, how many employees find the positives associated with efficiency drives through automation.

If you want your training business to drive up efficiency and lower administration time and cost, click here to read about the accessplanit Course Manager.

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Network Rail has, believe it or not, been in the news for more than one reason this week. The reason it’s ‘trending’ (as they say on Twitter) for many people this week is because of the potential industrial action that could place after it gaps in pay between men and women were exposed. Bad news. But, the other, perhaps less known reason it’s hitting the headlines is down to the fact that Network Rail has decided to yank itself into the 21 Century and completely modernise the way it manages the railways.

The impact that the new technology will have is enormous, and will probably lead to annual savings for the organisation of around £250 million, according to reports. The way these stories are handled and put together always fascinates me, because news items are arranged in terms of news value – the juicy parts of the story at the top, and then just fill the white space with anything else. The Times led with the jobs that will be sacrificed because of the new technology, and stuck in a huge picture of the ‘good old days’ and a man operating the old signal boxes.

The cost savings for this huge organisation, that could well be pumped back into the company so it can grow and employ twice as many people that lost their job, is mentioned towards the end of the third or fourth paragraph. By this point, the point had been made.

The coming of new technology doesn’t have to always be under a dark cloud, with the potential downsides always highlighted ahead of the advantages and benefits. Where training management software is concerned, the power to automate and streamline, just as huge organsiations like Network Rail are waking up to, has never been greater.

It is always important to focus on the positives and the savings, rather than dwell on the negatives – or perceived negatives in most cases. The forward-thinking companies are the ones investigating new technology and working out which features and services most suit their needs, instead of holding on to the “way things used to be done” and allowing their business performance and profits to suffer as a result.   

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Composica, accessplanit's rapid elearning authoring tool has won an elearning 24/7 award in the category 'I didn't know it was possible'.

Composica was selected as the winner for its unique functionality set which includes:

• Social Learning Content Authoring Tool
• Project blog, comments, & RSS feeds keeping authors connected
• RLOs
• Game based learning
• Dynamic
• Task lists, task reports and audit trails
• Assessment tool built in
• SCORM 2004/1.2 compliant
• Blogs can be embedded into courses/content
• Ratings
• Mashups, Google charts
• Bookmarking, state restoration

Composica is a full-featured, collaborative rapid elearning authoring tool that enables organisations to create high-quality, interactive e-learning – without the need for programming or design skills.

Composica is web based application available on a hosted or SaaS basis.

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Following the hugely positive results of our recent customer service survey, we’ve taken it upon ourselves to share some of the secrets to our success.

Customer support is essential to keeping your business going and your customers loyal.

While every company has their own way of showing it, there are always the essential rules to keeping your clients and customers super happy with the services you provide.

If you are looking to improve your customer support or looking to start a new business and need to know how to start, take a look at these helpful hints that will put you on the right path to keeping your customers happy and your company healthy.

Keep your customers informed
Whether it’s by email, post or phone call, keep your customers notified and answer any of their queries immediately. The last thing a customer wants to do is wait and making them wait could cost you their business. Even if you don’t have an answer for them straight away, notify them that you have received their query and will get back to them as soon as you can. That way they know they are not being ignored.

Be completely honest
Don’t feed your customers a pack of lies as you will get found out eventually. If your company are the ones who made the mistake admit, and deal with it. Pulling the wool over their eyes makes them angrier and they will find someone else to do it for them.

Have a little respect
You may find that sometimes your customers or clients ask a silly question and as a result you may appear rude or ignorant in your response. It might be simple for you but they are the customer asking their service provider for help and so you should give it to them. So don’t patronise them. If you have a rude or hostile customer who is giving you a hard time, don’t stoop to their level. Remain calm, help them if you can and they will eventually calm down and possibly apologise.

Don’t doubt your customer
A customer may explain a problem over the phone which you know is technically impossible but that doesn’t mean to say they don’t have a problem and have made it up. Try and work through their problem, asking them questions until you figure out a solution. They will appreciate the time you take out to do this.

Don’t leave any questions unanswered
If they ask you 20 questions, answer 20 questions. It’s that simply. It’s understandable that you may be busy but taking the time to answer a query properly in the first place will save you less aggro later down the line when the customer complains about your lack of respect and interest in their query.

Check, double check and triple check the question and your answer
If they ask you a question and you don’t understand, don’t be afraid to ask for clarification. Thinking you know what they mean doesn’t help anyone and they will only come back asking for more.

Be precise with your response
When explaining to your customer what they need to do, make sure you tell them how to do it. Don’t assume they will know what you mean and give a detailed answer so that they feel satisfied with the response.

If you make a promise, then don’t break it
If you tell a customer you will get back to them, then do it. Write it on your head, your diary, anywhere so that you remember to do it. They will wait for your response and they will be angry if you don’t contact them.

Be human
You are not a robot so don’t act like one. Speak to people politely and be friendly show them you are human and not just a support-giving machine.

At AccessPlanit  we are dedicated to providing a loyal and highly efficient customer service support so that all our customers are happy.

We have trained all of our staff to the highest level and they are on hand ready to take your call on 0845 5430229.

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