Huma's blog

Comment Card

How to evaluate customer service?

Informal Feedback: asking customers if everything is fine. asking customers face to face, checking that the service was good and making sure that the customer was satisfied with their service. E.g at debahanms employees asking you if you was satisifed with the service.

Customer surveys & questionnaires: handing out surveys and questionnaires asking customers if they have enjoyed their goods or service. asking if the service was good or bad. E.g at thorpe park, when you are leaving the theme park employees handing out questionnaires asking you if you have enjoyed your day out.

Comment cards: allows customers to write down their opinion and make suggestions to improve. E.g. at the end of a meal at a restaurant a employee may ask you to fill out a comment card, asking you to write down your opinion, asking  you if you liked the service that was provided.


Staff feedback: Staff feedback is valuable for two reasons. Firstly, staff deal with external customers. They can pass on comments made by customers. both positive and negative.
Secondly, staff are internal customers( inside the business) so their views are important. Many organisations find out staff views by issuing questionaires, holding regualar meetings. E.g tesco having regualar meetings finding out employees views and opinions on how to make thier business better.

Complaint letters: Making a complaint by either telephone or letter. E.g a customer writing a letter to Matalan complaining about the terible service that they had by a employer.

Complement letters: a letter or a card thanking the staff for a good service, or a praise. E.g a customer writing a letter to Matalan thanking them for the good service that they had.

Mystery customers: is someone the business employs to come and visit the store and assess the staff. mystery customers check that the staff are providing customers good service and treating the customer right. Mystery customers will be interested in:

· The speed of service.

• The way in which the service is delivered, is the service good or bad.
• The attitude of the staff.
• The quality of the finished result.

E.g a normal person acting like a customer coming into tesco's and making sure that the employees are providing a good service to their customers.

Memo

First Direct

Memo

To:     All staff

From:    Huma Ghaffar

CC:    Georg Coakely

Date: 11/12/2009

Re:     Customer Service

What is customer service?

Customer service is the service provided to customers before, during or after purchasing the goods or the service. Customer service is the service that meets customer needs.  Good customer service is meeting the customer’s expectation; it involves creating a bond with customers. Providing good customer service is important because satisfied customers are likely to return again.

What is first directs mission statement? Is it linked to delivering good customer service?

First directs mission statement is “pioneering amazing service”. Which means that customer service is used to set the direction for the business, the customers come first.

What are the four elements of good customer service at first direct?

· Ensuring first direct colleagues are courteous and informed that they know about the bank’s products and services.

· Dealing with any complaints promptly and fairly.

· Following up sales.

· Offering informed guidance on any products that are available (subject to financial regulations).