This document summarizes a workshop on putting customers first and achieving the Greenwich Standard for customer service. The workshop aimed to: 1) Develop an understanding of the Greenwich Standard and assessment process. 2) Consider the benefits of being customer-focused for organizations and customers. 3) Understand the customer relationship, market awareness, and people sections of the standard. 4) Start action planning to support self-assessment and prepare for external assessment.

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

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 assessmentGreenwich BV

9. What are your objectives for today?

10. Any concerns?Greenwich BV

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

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

19. Call hold process

20. Effectively transferring calls

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

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

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

38. Have we met our aims and objectives?

39. Questions?