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Andrew Davies from the Learning and Development Consultancy, encouraged credit unions to think more strategically about Customer Service, particularly how they provide services to their members and how they are viewed by their members as customers.
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Customer Service
Andrew Davies
Credit Union Summer School
Customer Service
Andrew Davies
IntroductionCustomer ServiceBusiness DevelopmentProject ManagementProcess Improvement
Customer Service
Andrew Davies
We should strive to put the customer at theheart of our business
Customer Service
Andrew Davies
The Customer Service Framework
PeopleProcessPerformance
Customer Service
Andrew Davies
LeadershipThe TeamCulture and CommunicationCustomer RelationshipsService StandardsContinuous Improvement
Customer Service
Andrew Davies
Leadership, why is it important?•Customer satisfaction requires direction and motivation from leadership•A consistent approach•Leadership and training are key factors
Customer Service
Andrew Davies
What does delivering excellent customer service look like?
Customer Service
Andrew Davies
How do we know if we’re getting it right?How are we measuring?What are our indicators?Do we have the capacity?
Customer Service
Andrew Davies
A team approach?Do we support each other to help our customersget the advice they need on the services we provide?
Customer Service
Andrew Davies
Benefits•A team of well trained staff and volunteers enables them to respond well to customer needs•Staff and volunteers are the ambassadors of the organisation
Customer Service
Andrew Davies
Building your team•First, identify the service competencies we want our team members to possess•Competencies are the basic behavioural characteristics, as well as skills and knowledge, required to successfully perform
Customer Service
Andrew Davies
Building your team•Behavioural characteristics are the “soft skills” that make a person successful in their role•For example, they should be friendly, flexible and patient
Customer Service
Andrew Davies
Building your team•Technical characteristics are the “hard skills” that make a person successful in their role•Informed and knowledgeable
Customer Service
Andrew Davies
Culture and Communication•For staff and volunteers to have the ability to deliver excellent customer service there needs to be clear and unambiguous communication throughout the organisation
Customer Service
Andrew Davies
Culture and Communication•An environment where management, staff and volunteers have implicit trust in each other will reduce time in making decisions in the delivery of customer service and areas in improving customer satisfaction
Customer Service
Andrew Davies
Customer relationships•Serving our customers well is one of the fundamentals to building a relationship with our customers
Customer Service
Andrew Davies
Customer relationships•Greet•Smile•Eye contact•Listen•Thank
Customer Service
Andrew Davies
Service standards•Provide a consistent customer experiencestaff and volunteers gain clearer understanding of what is required of them•Tangible measurement to assess performance and identify areas of improvement
Customer Service
Andrew Davies
Service standards•Meeting your customers’ expectations•Standard Operating Procedures may not guarantee good customer service but at best they will provide an opportunity for consistency and coordination
Customer Service
Andrew Davies
Continuous improvement•Customer service is delivered and customer feedback is collected•The customer feedback is used to measure customer expectations and customer satisfaction
Customer Service
Andrew Davies
Continuous improvement
Customer Service
Andrew Davies
Continuous improvement•The information from the customer feedback is used to find ways of improving customer service and changes are made•Customer service is delivered in a new and improved way and the cycle starts again
Customer Service
Andrew Davies
Questions for your organisation•Do customers have a clear idea of the service they can expect from you? •Do you gather high quality information about your customers and what they want on a regular basis?
Customer Service
Andrew Davies
Questions for your organisation•Can you be contacted easily?•Do you have well trained staff? •Do you respond quickly to queries and requests?
Customer Service
Andrew Davies
Questions for your organisation:•Have you made it easy for customers to complain and make suggestions about the quality of your services? •Do you involve your customers in the development of products and services?
Customer Service
Andrew Davies
•Image and presentation •Promotion of services •Contact and communication with customers •Service delivery •Monitoring and improving services •Resolving customer problems •Customer relationship management
Customer Service
Andrew Davies
LeadershipThe TeamCulture and CommunicationCustomer RelationshipsService StandardsContinuous Improvement
Customer Service
Andrew Davies
Summary•Key to customer service is getting all members of your organisation to embrace it through training and development, at individual and team level•Creating a culture of customer satisfaction starts with leadership and effective management
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