4 Question: Why is Customer Service Important to MANSELL?
5 The Importance of Customer Service Dissatisfied customers will go awayVery often, they will switch to another provider without complainingProviding good customer service is the key to high customer retentionCustomer retention is at the heart of MANSELL’s strategyIt costs a lot less to satisfy an existing customer than it does to win a new one
7 Question: Can you think of any legislation designed to protect Customers and Employees?
8 Examples of Legislation Trade Descriptions Act 1968Health & Safety at Work Act 1974Safety Signs Regulations 1980Data Protection Act 1998Consumer Protection Act 1987Sale & Supply of Goods Act 1994
9 Examples of Legislation Trade Descriptions Act 1968Makes it an offence for a trader to;provide a false trade description to any goodssupply goods which have a false trade descriptionmake false statements about services, accommodation or facilitiesIt is reasonably easy for MANSELL to follow this legislation as our clients tend to tell us, in detail, what they requireIn these circumstances, we simply need to conform to the specification.As a contractor, we do not generally develop and market our own products
10 Examples of Legislation Health & Safety at Work Act 1974Makes it law for employers to provide such things as;personal protective equipmentreporting of accidents and dangerous occurrencesfirst aidfire precautionslifting equipmentMANSELL takes this law extremely seriouslyWe have clear health & safety policies and regional health & safety managersAll our staff receive the appropriate levels of training on health & safety
11 Examples of Legislation Safety Signs Regulations 1980Encourages the standardisation of safety signsCovers various means of communicating health & safety information;illuminated signshand & acoustic signals (e.g. fire alarms)spoken communicationMANSELL ensures it follows this legislation by having standard industry-recognised signs across all its sites and officesWe ensure that these signs are maintained and that employees receive adequate training if a new sign is introduced
12 Question: What is the Data Protection Act - what does it try to achieve?
13 Examples of Legislation Data Protection Act 1998Contains eight Data Protection Principles. These state that all data must be;processed fairly and lawfully, and kept secureused only for specified and lawful purposesadequate, relevant, and not excessiveaccurate, up to date, & kept for no longer than necessaryprocessed in accordance with the individual’s rightsMANSELL states it’s Data Protection Policy on all forms which ask stakeholders for “sensitive” informationMuch of the work needed to meet the requirements of the DPA is common sense
14 Examples of Legislation Consumer Protection Act 1987Prohibits the supply of unsafe goodsMakes it an offence to give a misleading price indicationClearly, the most important thing for MANSELL to achieve when attempting to comply with this legislation is a safe buildingMANSELL has numerous procedures for checking that suppliers and subcontractors are providing safe products and services which then ensure that our ultimate product is safe
15 Examples of Legislation Sale & Supply of Goods Act 1994Ensures that goods are of satisfactory qualityGoods are defined of satisfactory quality if they “meet the standard that a reasonable person would regard as satisfactory, taking account of any description of the goods, the price (if relevant) and all the other relevant circumstancesThe construction industry has a poor reputation for qualityMANSELL carries out exhaustive checks throughout their construction projects to ensure that the end product is of satisfactory quality when handed overThis process is known as “snagging”
18 After Sales Care in MANSELL MANSELL provides most of its key customers with an after care serviceThis involves giving the customer a dedicated telephone number where they can report problems and have the confidence that they will be dealt with quickly and efficientlyWe not only offer this customer care facility after a project is completed, but we also provide care during the project itself. Our site managers are encouraged to manage this.The majority of after sales issues are to do with quality (e.g. doors don’t shut properly)
20 Examples of Customer Service ProductsMANSELL offers the customer almost limitless product range - we can carry out projects from £10,000 to £10,000,000 across all market sectorsWe attempt to provide the best quality and vet our suppliers and subcontractors to ensure they can meet our standardsStaffWe aspire to be the most admired construction provider in the UK and realise that this is largely dependent on the quality of our staffWe use professional recruitment, selection, and training processes to try and ensure we have good quality staff
21 Question: How does the quality of our premises impact upon our relationships with Customers?
22 Examples of Customer Service PremisesMANSELL has spent a considerable amount of money over the last few years on a number of its major offices (e.g. Swaffham and Nottingham)We try to create environments which are both pleasant to work in and visit.DeliveryWe continually measure the performance of our suppliers to ensure that they are delivering on time every timeWe try and plan every job to the relevant level of detail at the beginning, to ensure that problems are eliminated and delivery is predictable
23 Examples of Customer Service After Sales CareAs mentioned earlier, we offer after care services for our major key clientswe employ Customer Care Directors who are responsible for managing strategic relationshipsour Regional Managing Directors have customer satisfaction as their key measurementAdviceas construction is a complex process, the advice we offer our customers is keyour customers have to have the confidence that they are talking to competent people
24 Examples of Customer Service Range of payment methodswe offer our customers a whole range of payment methods to satisfy their needswe can be flexible and offer manual and electronic processeswe are currently experimenting with xml payments with a key supplierNew Technologywe hold regular forums with our suppliers to assess new technological developmentswe often invite our customers along to these events to get their input
26 Question: How do you think MANSELL manages Customer Complaints?
27 Customer ComplaintsMANSELL treats a complaint from a customer very seriouslyThe person tasked with dealing with the complaint will be dependent on the seriousness of the complaintOur site managers will deal with most customer complaints without any major problemsHowever, we have a documented procedures in place for customers to follow if the complaint is more seriousThese procedures are aimed at giving the customer the right response
28 Customer Service & Customer Protection in MANSELL