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).

Comments

[ebitnow.com]

PRINT...this is great!