GREENWICH BV WORKSHOPSPutting the Customer First The Greenwich Standard for Customer Service Customer First Workshop Facilitated by Peter Wouters Greenwich BV
Objectives Workshop aims and objectives:
To develop an understanding of the Standard and the assessment journey
To consider the benefits of being an organisation who puts the costumer first
To develop an understanding of the Customer Relationship, Market Awareness and People sections Statements, including the application to organisational context and potential evidence sources
To start action planning that supports Self Assessment
To assist in preparing individuals / teams for external assessment
Please introduce your teams
What are your objectives for today?
What are the benefits of being customer focused?
For your organisation?
For your customers?
Impact on your organisation Enhanced reputation in your industry Increased customer satisfaction Better understanding of your marketplace & customer groups Your organisation Repeat business Improved communication both internally and externally Gain more profitable customers
Impact on your customer You provide what they want and need Increased customer loyalty More receptive to other products or services – increased sales High levels of trust Your customer Feel good factor Consistent approach to delivery of services
Why Customer First? What the Research is telling us: The Impact Evaluation (30 Compliant organisations) ‘Customer First is having some positive impact on organisations and or their business customers.’ Increase in performance against a range if measures:
97% reported increases in the number of service improvements made in their organisation
87% reported increases in new service development to meet customer needs
80% reported increases in partnership working and collaboration
77% reported increases in the take up of services
77% reported increases in market share
Why Customer First? What the Research is telling us: Mystery Shopping Research, Yorkshire and the Humber Region (Independent research across 60 colleges and training organisations) ‘Compliant organisations performed better across all measures compared to organisations that did not meet the Framework standards’ Measures included:
Call hold process
Effectively transferring calls
How can you put the Customer First? The Standard focuses on the customers perspective of how you deliver services and support. The Standard is divided into three sections:
Each section has a series of Statements which an organisation must ‘comply with’ in order to meet the Standard
There are 32 Statements in total
The Assessment Process
Self Assessment Questionnaire undertaken by your organisation
External Assessment by an assessor
Feedback from your Assessor - Assessment outcome and report
Follow-up monitoring visit (if applicable)
Scoping your assessment
Scoping defines the extent of your assessment
What you want to include What you need to include (contractual requirements) What will be assessed
Scoping can change over time
Organisational change Changes to support and services delivered Your Assessor will check and confirm changes
The scope of your assessment will involve more than frontline staff
Strategic, operational, Extent of support and services you deliver Business planning, QA, marketing and HR
The scope will define what will appear on your plaque
The Assessment Outcomes
Evidence is relevant, robust, embedded,managed and consistently applied
Evidence is inconsistent, insufficient or not managed. Feedback and monitoring processes may be missing
No available evidence - no processes agreed or understood or evidence is historical
How to approach a costumer first policy Self assessment – why?
You know your organisation
Provides you with an understanding of where you stand with the Standard, where there are gaps and what you need to put in place
To help the Assessor to understand your organisation, what you deliver and how you deliver it
To help the Assessor understand how you manage the customer journey and experience of your organisation
How to approach Self assessment process
Review the statements
Understand what they mean to your organisation
Provide examples of evidence across your organisation – service and support delivery
What evidence do you have to support the Statement How can you back up your approaches – do you do things consistently? Are approaches understood by your staff?
Score yourself for each statement
Where do you stand? Compliance Partial Compliance Non Compliance
How to approach Self assessment process
Evaluate the evidence gaps
Is there a gap? What is missing?
What actions are needed?
What do you need to do? Can you do it better (continuous improvement)?
Develop an action plan
What are you going to do? Who is going to do it? When? How?