Often, one of the first step in improving customer service is to get
the team to start to discuss their customer service performance and
suggest improvements. The following health-check has been used with in
team meetings to help the team to do this.
This "Health Check" will lead you through the key aspects of the
"Journey of your Customer". Please go through the questions and answer
them honestly. Then go through the results with the rest of your group.
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Always |
Some times |
Rarely |
Stars |
1. The Customer gets in contact:-
- by phone, letter, email, or
in person. |
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| When they do that:- |
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they about clear your service - about what you can do for them? |
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they clear as to what they should do; how they should proceed? |
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you and your colleagues appear welcoming and professional to
them? |
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2. You establish what the Customer Requires?
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| When establishing what they require and whether you can do that:- |
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you and your colleagues effective and professional at doing
this? |
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things sometimes go wrong? |
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3. The Service is provided?
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| Can you usually provide:- |
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| What the customers require - perhaps adjusting your service to
their needs |
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| When they require it, without them having to wait. |
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| Provide it reliably & consistently |
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| In
a professional manner |
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4. Handling Exceptions |
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| When things don’t go smoothly:- |
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| Do
you and your colleagues have the authority to try to help
customers |
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| Do
the systems & policies enable you to adapt and react to customer
requests |
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| Are
managers or others available to help |
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5. Handling Complaints |
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| Do
you and your colleagues have training & skills in handling
complaints |
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| Does your area have an understood procedure for handling a
complaint |
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there a system for acknowledging, recording, and following-up
complaints |
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6.
The weak spots
What do you see overall as our weak spots and what can be done
about them? |
7. What should we do next?
Using the following headings, what should we do to improve our
capability?
- Staff Training
- Procedures & Working Practices
- Handling Exceptions & Complaints
- Communications with Customers
- Customer Service Improvement Teams
- Collect more information from our customers on our
performance.
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