Customer Service

Andrew Davies

Credit Union Summer School

Customer Service

Andrew Davies

IntroductionCustomer ServiceBusiness DevelopmentProject ManagementProcess Improvement

Customer Service

Andrew Davies

We should strive to put the customer at theheart of our business

Customer Service

Andrew Davies

The Customer Service Framework

PeopleProcessPerformance

Customer Service

Andrew Davies

LeadershipThe TeamCulture and CommunicationCustomer RelationshipsService StandardsContinuous Improvement

Customer Service

Andrew Davies

Leadership, why is it important?•Customer satisfaction requires direction and motivation from leadership•A consistent approach•Leadership and training are key factors

Customer Service

Andrew Davies

What does delivering excellent customer service look like?

Customer Service

Andrew Davies

How do we know if we’re getting it right?How are we measuring?What are our indicators?Do we have the capacity?

Customer Service

Andrew Davies

A team approach?Do we support each other to help our customersget the advice they need on the services we provide?

Customer Service

Andrew Davies

Benefits•A team of well trained staff and volunteers enables them to respond well to customer needs•Staff and volunteers are the ambassadors of the organisation

Customer Service

Andrew Davies

Building your team•First, identify the service competencies we want our team members to possess•Competencies are the basic behavioural characteristics, as well as skills and knowledge, required to successfully perform

Customer Service

Andrew Davies

Building your team•Behavioural characteristics are the “soft skills” that make a person successful in their role•For example, they should be friendly, flexible and patient

Customer Service

Andrew Davies

Building your team•Technical characteristics are the “hard skills” that make a person successful in their role•Informed and knowledgeable

Customer Service

Andrew Davies

Culture and Communication•For staff and volunteers to have the ability to deliver excellent customer service there needs to be clear and unambiguous communication throughout the organisation

Customer Service

Andrew Davies

Culture and Communication•An environment where management, staff and volunteers have implicit trust in each other will reduce time in making decisions in the delivery of customer service and areas in improving customer satisfaction

Customer Service

Andrew Davies

Customer relationships•Serving our customers well is one of the fundamentals to building a relationship with our customers

Customer Service

Andrew Davies

Customer relationships•Greet•Smile•Eye contact•Listen•Thank

Customer Service

Andrew Davies

Service standards•Provide a consistent customer experiencestaff and volunteers gain clearer understanding of what is required of them•Tangible measurement to assess performance and identify areas of improvement

Customer Service

Andrew Davies

Service standards•Meeting your customers’ expectations•Standard Operating Procedures may not guarantee good customer service but at best they will provide an opportunity for consistency and coordination

Customer Service

Andrew Davies

Continuous improvement•Customer service is delivered and customer feedback is collected•The customer feedback is used to measure customer expectations and customer satisfaction

Customer Service

Andrew Davies

Continuous improvement

Customer Service

Andrew Davies

Continuous improvement•The information from the customer feedback is used to find ways of improving customer service and changes are made•Customer service is delivered in a new and improved way and the cycle starts again

Customer Service

Andrew Davies

Questions for your organisation•Do customers have a clear idea of the service they can expect from you? •Do you gather high quality information about your customers and what they want on a regular basis?

Customer Service

Andrew Davies

Questions for your organisation•Can you be contacted easily?•Do you have well trained staff? •Do you respond quickly to queries and requests?

Customer Service

Andrew Davies

Questions for your organisation:•Have you made it easy for customers to complain and make suggestions about the quality of your services? •Do you involve your customers in the development of products and services?

Customer Service

Andrew Davies

•Image and presentation •Promotion of services •Contact and communication with customers •Service delivery •Monitoring and improving services •Resolving customer problems •Customer relationship management

Customer Service

Andrew Davies

LeadershipThe TeamCulture and CommunicationCustomer RelationshipsService StandardsContinuous Improvement

Customer Service

Andrew Davies

Summary•Key to customer service is getting all members of your organisation to embrace it through training and development, at individual and team level•Creating a culture of customer satisfaction starts with leadership and effective management