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Workshop Greenwich BV
Workshop Greenwich BV
Workshop Greenwich BV
Workshop Greenwich BV
Workshop Greenwich BV
Workshop Greenwich BV
Workshop Greenwich BV
Workshop Greenwich BV
Workshop Greenwich BV
Workshop Greenwich BV
Workshop Greenwich BV
Workshop Greenwich BV
Workshop Greenwich BV
Workshop Greenwich BV
Workshop Greenwich BV
Workshop Greenwich BV
Workshop Greenwich BV
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Workshop Greenwich BV

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Transcript

  • 1. GREENWICH BVWORKSHOPS
    MARCH2010
    BY: PETER WOUTERS
  • 2. GREENWICH BV WORKSHOPSPutting the Customer First
    The Greenwich Standard for Customer Service
    Customer First Workshop
    Facilitated by Peter Wouters
    Greenwich BV
  • 3. Objectives
    Workshop aims and objectives:
    • To develop an understanding of the Standard and the assessment journey
    • 4. To consider the benefits of being an organisation who puts the costumer first
    • 5. To develop an understanding of the Customer Relationship, Market Awareness and People sections Statements, including the application to organisational context and potential evidence sources
    • 6. To start action planning that supports Self Assessment
    • 7. To assist in preparing individuals / teams for external assessment
    Greenwich BV
  • 8. Introductions
    • Please introduce your teams
    • 9. What are your objectives for today?
    • 10. Any concerns?
    Greenwich BV
  • 11. What are the benefits of being customer focused?
    • For your organisation?
    • 12. 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
  • 13. 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
  • 14. 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
    • 15. 87% reported increases in new service development to meet customer needs
    • 16. 80% reported increases in partnership working and collaboration
    • 17. 77% reported increases in the take up of services
    • 18. 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:
    • Salutation
    • 19. Call hold process
    • 20. Effectively transferring calls
    • 21. Initial diagnosis
  • 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:
    • Customer Relationships
    • 22. Market Awareness
    • 23. People
    • 24. Each section has a series of Statements which an organisation must ‘comply with’ in order to meet the Standard
    • 25. There are 32 Statements in total
  • The Assessment Process
    • Commitment
    • 26. Scoping
    • 27. Self Assessment Questionnaire undertaken by your organisation
    • 28. External Assessment by an assessor
    • 29. Feedback from your Assessor - Assessment outcome and report
    • 30. Development plan
    • 31. 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
    • Compliance
    Evidence is relevant, robust, embedded,managed and consistently applied
    • Partial Compliance
    Evidence is inconsistent, insufficient or not managed. Feedback and monitoring processes may be missing
    • Non Compliance
    No available evidence - no processes agreed or understood or evidence is historical
  • 32. How to approach a costumer first policy
    Self assessment – why?
    • You know your organisation
    • 33. Provides you with an understanding of where you stand with the Standard, where there are gaps and what you need to put in place
    • 34. To help the Assessor to understand your organisation, what you deliver and how you deliver it
    • 35. 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
  • 36. 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?
  • 37. Review
    Review objectives and learning
    • What have we achieved today?
    • 38. Have we met our aims and objectives?
    • 39. Questions?

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