Leolingham2000
Management Consultant
Minalahir
Hr Executive

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Hi Friends
I was invited for talk on Customer service in Bank....They asked me to give a half an hour talk on Customer Service to their 35 member staff projecting myself as a Customer with few topics related to HR and customer Service...can anyone give some suggestions and feedback...and few topics to be covered....so that I can tune myself
regards
Kumar

CUSTOMER SERVICE

*Who is your customer?

*What is your Customer expectations

*What is your customer satisfaction level

*What are the critical needs of your customers

*How to create customer focus and customer value

*Customer service factors

[reliability/confidence/helpfulness/efficiency/timeliness/completeness

and personal interest]

• Service delivery and the importance of good customer service

*Reasons for losing customers

*Customer service professionalism

[competence / confidence/confidentiality/courtesy ]

• Defining excellent service

• Trends in customer service

• What is the model of your customer service

•What is your customer service process and value chain

*Managing customer relationships

* Identifying customers' requirements

*Methods of collecting customer information

*Measuring service performance

• Service leadership

• Recognizing customer service success

• Aligning customer service to organizational goals





CUSTOMER SERVICE MANAGEMENT

*Defining Service excellence

*Changing customer dynamics and service

requirements

*Service challenges

*The economics of customer service

and customer dissatisfaction

* Customer Service Satisfaction Index

*Customer Profiling

*Hierarchy of customer values

*The service experience for the customer

*Customer knowledge management

*Linking feedback to operational work

*Leadership in customer management

Building service teams and Service competencies

Service value chain

Process, product and service measures

Developing service standards and agreements

hope this is useful to you

regards

LEO LINGHAM

Sir, Thanks for the post on customer service management, can u help me with some format or questionnarie for internal customer satisfaction. Regards, Minal.
Minal.

HERE IS SOME USEFUL MATERIALS.

I HAVE PROVIDED FEW DIFFERENT APPROACHES.

YOU SHOULD ALWAYS TAILOR IT TO YOUR ORGANIZATION.

REGARDS

LEO LINGHAM

THIS IS AN ASSESSMENT TOOL FOR HR DEPT. USERS

USE THE FOLLOWING EVALUATION SYSTEM.

*NOT AT ALL SATISFIED [0] .................................................. ...........EXTREMELY SATISFIED [10]

1. SENSITIVITY TO YOUR NEEDS

I. Understands and respects your organisation's way of doing business .........................................

2. Identifies and understands your service needs and expectations and is responsive to them. ..............................

3. Keeps you informed of progress, meets deadlines

4. Alerts you to difficulties and changes in your operating environment...................................

5. Works well with your people

6. Please provide an overall Satisfaction rating on HR DEPT. 's Sensitivity to Your Needs ...........

---------------------------------------------------------------------------------------

2. BUSINESS PERSPECTIVE

1. Helps you to understand how the latest rulings, technology or ideas

in the marketplace will affect your organisation .................

2. Knows and understands your organisation's objectives and

strategies ............................................

3. Has specific knowledge of your market sector and industry .......

4. Focuses on key issues and critical areas ........................

5. Please provide an overall Satisfaction

rating on HR DEPT.'s Business Perspective ...........

----------------------------------------------------------------------------------

3. TECHNICAL KNOWLEDGE AND EXPERTISE

1. Consistently maintains a high standard of professionalism. .........

2. Has strong and up-to-date knowledge of relevant technical

practices and methodologies ................................

3. Is committed to excellence and quality ........................

4. Effectively uses technology where appropriate ..................

5. Please provide an overall Satisfaction rating on HR DEPT.'s Technical Knowledge and Expertise...

-------------------------------------------------------------------------------------------

4. COMMUNICATION

1. Communicates well with all levels of your organisation ..

2. Written communications are clear and concise, technical points well communicated .........................

3. Oral communications are clear and effective ...........

4. Explains plans in adequate detail ....................

5. Keeps you regularly informed of progress ............

6. Listens well to your requirements and needs ..........

7. Please provide an overall Satisfaction rating for HR DEPT.s Communication ..................

------------------------------------------------------------------------------------------

5. ENGAGEMENT TEAM

1. High calibre of staff ......................................

2. Conduct themselves as part of your team and extend

your resources ..........................................

3. Effectively uses your time, knowledge and resources

to complete assignments successfully ........................

4. Provides partner/manager continuity.........................

5. Takes steps to minimise disruptions to your management and staff.

6. Is accessible and approachable ..............................

7. Effectively coordinates with other DEPARTMENTS ......

8. Provides expertise across a range of HR specialist areas .............

9. Please provide an overall Satisfaction rating for HR DEPT. 's Engagement Team.................

-------------------------------------------------------------------------------------

6. PROACTIVITY

1. Takes initiative to identify opportunities and investigate problems, where appropriate, beyond focus of specific assignments ........

2. Anticipates and alerts you to problems ......................

3. Helps your company to continuously improve and be

more successful .........................................

4. Helps you make better decisions, thereby increasing your

effectiveness ...........................................

5. Provides innovative, creative ideas ..........................

6. Shares local and relevant worldwide knowledge and experience . .

7. Please provide an overall Satisfaction rating for HR DEPT.'s Proactivity................

--------------------------------------------------------------------------------------

7. VALUE FOR MONEY

1. Makes cost-saving recommendations ........................

2. Effective assessment of scope, man-hours and related costs ......

3. Communicates issues in a timely fashion. ..................

4. Provides value relative to the cost..........................

5. Please provide an overall Satisfaction rating for HR DEPT.s

-------------------------------------------------------------------------------------------------

8. OVERALL RATING

Please indicate your overall level of satisfaction with HR DEPT........................

9. ADDITIONAL COMMENTS

/. Do you have any specific areas of concern, or problems in our service delivery that you would like us to address?

Yes

No



/fyes, please provide details below:

2. If you have any other comments, please record them below:

3. Are you happy for the above evaluation and comments to be disclosed.

Yes [ ]

No [ ]

=================================================

THIS IS AN ASSESSMENT TOOL

HR DEPARTMENT BY ITS OWN STAFF.

VERY POOR[0].................................................. .................EXCELLENT [10]

1.We have modern and up to date equipment In our work

place .

2 There are no barriers between internal departments .

3 Communication is clear, appropriate and accurate in our

division

4 My colleagues understand my problems and help me in

solving them

5 we develop relevant solutions in our division

6 Information is obtained through official channel

7 There is a feeling of confidence and trust in our division

8 We practice team work in our division

9 We perform the service right the first time so as to avoid

to make corrections in our division

10 Our division is service oriented and we aim to please

11 Colleagues in branch/regional offices are known

to be very reliable

12 We believe in the competence of our colleagues to

produce quality work in our division

13 The training program available help me in m

Communication in clear, appropriate and

accurate in our division

14. We develop relevant solutions in our division

15. We perform the service right the first time so as

to avoid having to make corrections in our division

16. Colleagues in branch/regional offices are

known to be vary reliable

17. We believe in the competence of our colleagues

to produce quality work in our division

=================================================

Customer SATISFACTION Survey

On a scale of 1(unacceptable) to 10 (outstanding), please rate our performance in the following nine areas by circling the number that best defines how well we performed. Please feel free to provide specific comments for each statement. If there is an area we did not cover below, please feel free to add them at the bottom of the survey form.

1. How would you rate the overall quality of service provided by the HR Division ?

2. How would you rate the convenience of our service?

3. How would you rate the promptness of service provided?

4. How would you rate the accessibility of the HR Division staff?

5. How would you rate the training you received from the HR Division staff?

6. How would you rate the written materials received from the HR Division (Were they easy to read and helpful? i.e., instructions, guidelines, forms).

7. Were HR Division staff attentive and helpful relative to your comments and concerns?

8. Did HR Division staff display professionalism & courtesy?



9. Are HR Division staff knowledgeable?

10.SUMMARY

Please let us know about experiences and incidents with HR Division (i.e., staff, equipment, connectivity, customer service) that impressed or disappointed you.

================================================== =============

INTERNAL CUSTOMER SERVICE SURVEY

Rating Period

Maximum Rathing: 4 points x 30 items=120

O=Outstanding, 4 points per item; 96-120

G=Good, 3 points, per item; 72-75

S=Satisfactory, 2 points per item; 48-71

NI=Needs Improvement, 1 point per item; 24-47

U=Unsatisfactory; 0-23

The HR makes all customers feel welcome at the DEPARTMENT.

· The HR person makes eye contact with, smiles at, and greets all customers he/she encounters.

· The HR person welcomes all customers

· The HR person promptly acknowledges customers waiting at service points.

· The HR person re-acknowledges waiting customers when volume of business does not permit them to be served promptly.

· The HR person thanks customers for visiting the department

· The HR person invites departing customers to visit again.

The HR person is courteous to all customers.

· The HR person gives every customer service interaction his/her full attention.

· The HR person uses a pleasant, low tone of voice in all customer service interactions.

· The HR person stays calm and patient in all customer service interactions.

· The HR person uses positive phrasing in explaining problems and COMPANY rules.

· The HR person is open-minded and respectful toward customers with problems needing resolution.

· The HR person refers difficult customer service interactions to SENIOR personnel.

The HR person communicates clearly to all customers.

· The HR person explains COMPANY rules and procedures using positive phrasing.

· The HR person explains the steps being taken to resolve a problem.

· The HR person avoids HR jargon and substitutes vocabulary the customer will be familiar with.

The HR person saves the customer’s time.

· The HR person apologizes to a customer kept waiting in person or on the telephone.

· The HR person explains to a customer when a problem or procedure is likely to take more than a few minutes.

· The HR person offers the customer the choice of waiting for an answer or resolution or being called back later.

The HR person completes customer service interactions and solves problems completely.

· The HR person takes all the time needed to assist customers, while using their time effectively to complete other work.

· The HR person seeks assistance from co-workers to get time needed for complicated customer service interactions, as necessary.

· The HR person who is unable to assist a customer completely refers them to a staff member who can.

· The HR person uses open-ended questions to determine a customer’s real need or problem.

· The HR person uses feedback and paraphrase to clarify a customer’s need or problem.

· The HR person invites the customer to return to the service point if their need has not been completely met.

· The HR person uses follow-up problem solving for needs and problems which appear initially cannot be met.

The HR person makes good on customer service interactions which have been handled mistakenly or inappropriately.

· The HR person acknowledges when a mistake has been made.

· The HR person apologizes when a mistake has been made.

· The HR person makes every attempt to follow-up on and correct mistakes.

· The HR person makes good on customer service interactions in which even the possibility of a mistake is evident.

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