Working towards Customer Service Excellence Paul Hindley

Assessorsaurus Rex or terrible assessor

Assessorpinkus Fluff Or fluffy assessor

Customer Service Excellence Practical aspects of the assessment Segmentation Customer journey maps Corporate approach Pre-assessments Questions

The Five Drivers of Customer Satisfaction 1.Delivery - the service delivers the outcome it promised and manages to deal with any problems that may arise 2. Timeliness – the service responds immediately to the initial customer contact and deals with the issue at the heart of it quickly and without passing it on between staff 3. Professionalism – staff are competent and treat customers fairly 4. Information - the information given out to customers is accurate and comprehensive and they are kept informed about progress 5. Staff attitude - staff are friendly, polite and sympathetic to customers’ needs (Source - Cabinet Office OPSR 2004)

Customer Service Excellence Standard Structure of standard - 5 Criteria, 57 elements (see booklet) Compliance terms: –Compliance plus (good/best practice) –Full compliance –Partial compliance –Major non compliance

Scoring Scoring system – maximum 11 partials overall; in Criteria 1,2,3 & 5, max. 2 per Criterion; in Criterion 4, max 3 partials Threshold raised to 80% compliance Assessment outcomes –Accreditation –Remedial action

Segmentation Segmentation is: ‘Subdividing a target audience into homogeneous and reachable groups based on shared needs and characteristics such as: who they are (socio-demographics) what they do (their behaviour) how they think and feel (their attitudes and needs)’

Examples of Segmentation Hard to reach groups - homeless, travelers Based on needs - single parent families, unemployed, young/elderly Based on attitudes – disaffected, ethnic minorities, those who don’t engage with any official bodies.

Customer Journey Maps a customer journey map is: a way to describe the experiences of a customer during their interaction with a service or set of services; and the emotional responses these provoke, from their first consideration of a related need, to receiving the service outcome.

Customer Journey Maps

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Corporate Programme – Step 1 All frontline and internal support services have to reach 80% compliance for an organisation to achieve corporate accreditation Starting point is the ‘corporate evidence evaluation’

Corporate Programme – Step 2 Individual Service Level assessments; - Service level applicants review evaluated corporate evidence on pre-filled template - Service level applications complete tool with service specific evidence - Some areas of standard easier to demonstrate compliance locally - Compliance reporting for whole organisation – identified trends in strengths/ weaknesses.

Benefits of Pre-assessment Meeting between assessor and writing team : Evidence gap analysis of entire application – documentary evidence only Highlights strengths and weaknesses in evidence and practice – report provided Applicant first time success rate is a very high proportion over 95% following pre-assessment (if applying for full assessment within 6 months)

Questions and hopefully answers Q & A