By Ben. Achieving measurable improvements in outcomes for customers.
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Transcript of By Ben. Achieving measurable improvements in outcomes for customers.
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Quality Customer Service
By Ben
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Achieving measurable improvements in outcomes for customers.
What is Quality Customer Service?
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Knowing and responding to the needs and expectations of our customers
Measuring performance on a regular basis to make sure the needs and expectations of customers are being met efficiently, effectively and equitably
Taking steps to continuously improve services as a result of customer feedback
Let’s Achieve This.
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We need to know who our customers are to improve service.
Internal customers provide services which support staff who deal directly with external customers.
External customers include residents and ratepayers, community groups, the business community, volunteers, other levels of government and government agencies.
Internal and External Customers
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Timeliness
Consistency Reliability Accuracy Courtesy Value for Money Responsiveness
Criteria is used to judge 1/2
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Access Security Probity Appropriateness Confidentiality Comprehensiveness Communication
Criteria is used to judge 1/2
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records all written and verbal suggestions, complaints and compliments
has a process in place to respond to suggestions and complaints
regularly analyses complaints and suggestions at the service unit and corporate level to identify opportunities for improvement and stopping recurring problems
enables staff to develop skills in negotiation, conflict resolution, complaints management, mediation and conciliation
informs customers of their options and what to do if they have a problem
informs customers of the outcome of their complaint or suggestion
Identify Customer’s Needs, expectations and measure satisfaction.
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Who our customers are What services we provide What our service standards are How to contact Council and access our
services What to do and who to contact if there is a
problem
Service Standards