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Workshop Greenwich BV

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Workshop Greenwich BV

  1. 1. GREENWICH BVWORKSHOPS<br />MARCH2010<br />BY: PETER WOUTERS<br />
  2. 2. GREENWICH BV WORKSHOPSPutting the Customer First<br />The Greenwich Standard for Customer Service<br />Customer First Workshop<br />Facilitated by Peter Wouters<br />Greenwich BV<br />
  3. 3. Objectives<br /> Workshop aims and objectives:<br /><ul><li>To develop an understanding of the Standard and the assessment journey
  4. 4. To consider the benefits of being an organisation who puts the costumer first
  5. 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. 6. To start action planning that supports Self Assessment
  7. 7. To assist in preparing individuals / teams for external assessment</li></ul>Greenwich BV<br />
  8. 8. Introductions<br /><ul><li>Please introduce your teams
  9. 9. What are your objectives for today?
  10. 10. Any concerns?</li></ul>Greenwich BV<br />
  11. 11. What are the benefits of being customer focused?<br /><ul><li>For your organisation?
  12. 12. For your customers?</li></li></ul><li>Impact on your organisation<br />Enhanced reputation <br />in your industry<br />Increased customer satisfaction<br />Better understanding<br />of your marketplace & <br />customer groups<br />Your organisation<br />Repeat business<br />Improved communication both<br />internally and externally<br />Gain more profitable<br />customers<br />
  13. 13. Impact on your customer<br />You provide what they <br />want and need<br />Increased customer loyalty <br />More receptive to<br />other products or<br />services – increased<br />sales<br />High levels of trust<br />Your customer<br />Feel good factor<br />Consistent approach to <br />delivery of services<br />
  14. 14. Why Customer First?<br />What the Research is telling us:<br />The Impact Evaluation (30 Compliant organisations)<br />‘Customer First is having some positive impact on organisations and or their business customers.’<br />Increase in performance against a range if measures:<br /><ul><li>97% reported increases in the number of service improvements made in their organisation
  15. 15. 87% reported increases in new service development to meet customer needs
  16. 16. 80% reported increases in partnership working and collaboration
  17. 17. 77% reported increases in the take up of services
  18. 18. 77% reported increases in market share</li></li></ul><li>Why Customer First?<br />What the Research is telling us:<br />Mystery Shopping Research, Yorkshire and the Humber Region<br />(Independent research across 60 colleges and training organisations)<br />‘Compliant organisations performed better across all measures compared to organisations that did not meet the Framework standards’<br />Measures included:<br /><ul><li>Salutation
  19. 19. Call hold process
  20. 20. Effectively transferring calls
  21. 21. Initial diagnosis</li></li></ul><li>How can you put the Customer First?<br />The Standard focuses on the customers perspective of how<br />you deliver services and support.<br />The Standard is divided into three sections:<br /><ul><li>Customer Relationships
  22. 22. Market Awareness
  23. 23. People
  24. 24. Each section has a series of Statements which an organisation must ‘comply with’ in order to meet the Standard
  25. 25. There are 32 Statements in total</li></li></ul><li>The Assessment Process<br /><ul><li>Commitment
  26. 26. Scoping
  27. 27. Self Assessment Questionnaire undertaken by your organisation
  28. 28. External Assessment by an assessor
  29. 29. Feedback from your Assessor - Assessment outcome and report
  30. 30. Development plan
  31. 31. Follow-up monitoring visit (if applicable)</li></li></ul><li>Scoping your assessment<br /><ul><li>Scoping defines the extent of your assessment</li></ul>What you want to include<br />What you need to include (contractual requirements)<br />What will be assessed<br /><ul><li>Scoping can change over time </li></ul>Organisational change<br />Changes to support and services delivered<br />Your Assessor will check and confirm changes<br /><ul><li>The scope of your assessment will involve more than frontline staff</li></ul>Strategic, operational, <br />Extent of support and services you deliver<br />Business planning, QA, marketing and HR<br /><ul><li>The scope will define what will appear on your plaque</li></li></ul><li>The Assessment Outcomes<br /><ul><li>Compliance</li></ul>Evidence is relevant, robust, embedded,managed and consistently applied<br /><ul><li>Partial Compliance</li></ul>Evidence is inconsistent, insufficient or not managed. Feedback and monitoring processes may be missing<br /><ul><li>Non Compliance</li></ul>No available evidence - no processes agreed or understood or evidence is historical<br />
  32. 32. How to approach a costumer first policy<br />Self assessment – why?<br /><ul><li>You know your organisation
  33. 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. 34. To help the Assessor to understand your organisation, what you deliver and how you deliver it
  35. 35. To help the Assessor understand how you manage the customer journey and experience of your organisation</li></li></ul><li>How to approach<br />Self assessment process<br /><ul><li>Review the statements</li></ul>Understand what they mean to your organisation<br /><ul><li>Provide examples of evidence across your organisation – service and support delivery</li></ul>What evidence do you have to support the Statement<br />How can you back up your approaches – do you do things consistently?<br />Are approaches understood by your staff?<br /><ul><li>Score yourself for each statement</li></ul>Where do you stand?<br />Compliance<br />Partial Compliance<br />Non Compliance<br />
  36. 36. How to approach<br />Self assessment process<br /><ul><li>Evaluate the evidence gaps</li></ul>Is there a gap?<br />What is missing?<br /><ul><li>What actions are needed?</li></ul>What do you need to do?<br />Can you do it better (continuous improvement)?<br /><ul><li>Develop an action plan</li></ul>What are you going to do?<br />Who is going to do it?<br />When?<br />How?<br />
  37. 37. Review<br />Review objectives and learning<br /><ul><li>What have we achieved today?
  38. 38. Have we met our aims and objectives?
  39. 39. Questions?</li>

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