Customer Service and Organisational Procedures

Lesson Objectives Understand why businesses must comply with organisational procedures to provide consistent and reliable customer service. To describe procedures that can contribute to effective Customer Service.

Starter The need for rules and regulations In your groups, answer the following for the rules you have on your slip: What are the reasons for the rules? Why do we need them? What are the consequences of not following the rules? Rules and procedures are there for a reason! If they are followed the business will run smoothly with no major issues and customers will receive a high standard of Customer Service!

Why do we need rules and regulations? Come up with 3 reasons why we need rules and regulations.

How does this help Customer Service? To ensure good customer service, the business needs rules and procedures to: Monitor Customer Service Build up the reputation of the business Meet any legal and regulatory requirements Ensure that it has ethical standards.

Monitoring Customer Service How can a business check that customer needs and expectations are being met in the best possible way?

Meeting Legal and regulatory Requirements What does this mean? Following laws and regulations. The business does not need to know the laws and regulations exactly, but they must be aware of how to deal with certain situations. They must make sure staff follow these. How can they do that? When unsure, they should refer to their manager!

L/O: To describe procedures that can contribute to effective Customer Service. Activity Imagine that you work on the Customer Service Desk in Sainsbury’s. Describe 3 situations/problems/complaints that you feel you would need help from your manager to deal with. Explain why you would need to pass them on.

Starter What are rules and regulations? What is legislation? How can businesses monitor Customer Service?

What are organisational procedures? Step-by-step instructions that ALL staff must follow – business specific! What do we have here at the academy?

The purpose of Organisational Procedures To meet and exceed customer service offered by rivals. Follow a company mission/vision statement. Meet external quality benchmarks.

What are “Codes of Practice”? Code of practice: A set of guidelines that set standards of service customers can expect. What types are there? Industry Organisational Professional

Codes of Practice Industry codes of practice – related to a particular type of business that operate in a particular industry (gas, water, mobile phone, car). Organisational codes of practice – written by a business to set out its own standards for customers. In the public sector these are sometimes called Customer Charters Professional Codes of Practice – set out minimum standards for professional workers, such as accountants and doctors. They are often drawn up by professional bodies on behalf of their members

Ethical Standards What are Ethics? Ethical standards – striving to achieve what is right and fair, treating customer and employees properly and maintaining acceptable behaviour throughout the business.

Task – P3 Write an essay in Word that covers the following: Lesson Objective: Understand why businesses must comply with organisational procedures to provide consistent and reliable customer service. Write an essay in Word that covers the following: Title: Why Businesses must Comply with Organisational Procedures. Introduction: Why do we have rules and regulations? What are organisational procedures? What is their purpose? Main Body: How do organisational procedures and legislation contribute to consistent and reliable Customer Service? (P3) Include: Monitoring Customer Service – how and why do businesses do this? Following codes of Practice – what are they? Why follow them? Having ethical standards – What does this mean? Why is it important? Conclusion: Do Organisational procedures, legislation and regulations help a business deliver good customer service or do they make it more difficult? Progress Board