Hello
We are looking at issues surronding customer service and would
appreciate any comments others could provide about their own
experiences, along the lines of the questions we've been addressing
below.
However any general thoughts or comments would be very welcome.
1. How would you define Customer Service and what would you regard
as 'outstanding' customer service?
2. What are the key requirements/activities/processes which will need
to be either in place or addressed in order to deliver outstanding
customer service.
3. Is customer service specifically included in staff inductions and
do staff participate in on-going staff development and training
opportunities linked to customer service?
4. Who are your customers and how do you find out what they want/ what
their needs are?
5. How do you tell potential and current customers about your service
and how do you clarify expectation levels?
6. How do you currently interact with your customers – what key
mechanisms/activities do you use to deliver your service? (examples
could include email, 1-1, groups, telephones, websites etc)
7. How do you know if your customers are satisfied and whether your
service is doing well/not so well? - what are your current
processes/methods for obtaining feedback .
8. What current good practice linked to customer service is being
carried out in your organisation.
9. What are your current weaknesses/problems linked to customer
service?
Thanks
Joan Davison
St Peter's Library
University of Sunderland
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