Customer Service Standards - British Council.doc

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1、NearEastandNorthAfrica(NENA)Offices-CustomerServiceStandardsThisdocumentsetsouttheCustomerServiceStandardsforourregion.Thesestandards:1.applyacrossallouroperationsinallcountries2.applytoeveryonewhetherservinginternalorexternalcustomers3.serveasatoolformeasuringandevaluatingtheservices

2、wedelivertocustomers4.driveourperformanceimprovement5.reflectouraspirationtodeliveranengagingcustomerexperienceThestandardsaredesignedaroundsevendriversofcustomersatisfactionincluding:1.servicedelivery2.timeliness3.information4.professionalism5.staff6.environment7.accessCustomerServic

3、esManagersin-countryarerequiredto:1.communicatethestandardstoallcolleaguesacrossalldepartments2.regularlymeasureandreportperformanceagainsttheagreedtargets3.ensurethatcustomercommentsandcomplaintsaremanagedaccordingtoagreedpolicy4.ensurethatteamscomplywithcustomerserviceenquirymanagem

4、entpolicyNBwhenevertheword“customer”appearsinthedocument,thisshouldalsobetakentoindicatecontacts,partnersandsuppliersDriversofsatisfaction,definitionsandqualitytargetDriverDefinitionQualityTargetsEvidence/behaviourchecklistServiceDelivery·Wekeepallthepromiseswemaketoourcustomers·Wedow

5、hatwesaywearegoingtodo·Wepublishourcustomerservicestandard·CustomerissatisfiedwiththefinaloutcomeØWeanswer/directenquiriesappropriatelyØWedeclinepolitelyenquiriesirrelevanttoouroperationØWedealwithfacetofaceenquirieswithin10minutesØWeprovidecorrect,reasonableandindividualisedresponses

6、tocallsandemailsØWealwaysprovideafriendlyapproachablemannerwhendealingwithcustomersØWeworktotheguidelinesandrequirementsoftheCMFenquiryhandlingandcomments/complaintspoliciesØWehaveadesignatedcustomercomplaintsmanager-whoinmostcasesistheCSManagerØWeacknowledgecustomercomments/complaint

7、swithinthreedaysandresolvecomplaintswithin10daysØWegatherandactuponpositive/negativefeedbackfromcustomersØWeconstantlyinformcustomersofourrangeofproductsandservicesandsay“no”whennecessaryinaprofessionalandfriendlymannerØWechannelfeedbacktoCSManagerandRegionalManagerAudienceRelationsab

8、outre