Providing Effective Customer Service

• Organisational Procedures• Codes of Practice• Legislative and Regulatory

Requirements

Think of many ways as possible:

How do businesses check if their employees are providing good customer service?

Self Start

!

Monitoring customer service? Customer feedback forms http://www.firstgreatwestern.co.uk/about-us/customer-services/customer-feedback-form

Mystery Shoppers http://www.youtube.com/watch?v=FeQ3WDhF6wo

Uniform Checklist

How has Northwood School made it a requirement to wear these uniforms and abide by these rules?

Codes of Practice Legal document States what businesses expect of their staff States what society can expect from the business Gives the company some principles

Strong principles – customers like the companies that stand for something

Eg. Ben and Jerry’s Ice Cream - http://www.benjerry.co.uk/our-values/environmental/recycling

AKA – Student or Customer Charter

Are all organisational procedures…

Customer feedback questionnaires Mystery shoppers Codes of practice

…Instructions on how to carry out a task to make sure all customers are dealt properly with legally

What is the point of organisational procedures? Task – 4 mins Discuss with you partner – Why do

business use organisational procedures?

Remember: Organisational procedures include customer feedback questionnaires, mystery shoppers and codes of practice. They are instructions on how to carry out a task to make sure all customers are dealt properly with legally

What is the point of organisational procedures? Meeting or exceeding customer expectationsIf customers know they will get good customer service every time that is where they will go!

Following the Company Mission Statement A company may have a vision and the

procedures will help them get there

Meeting external quality benchmarks