customer service in client's own home?

Cutomer perception of service
It seems to me from experience in monitoring and training in a variety of environments that location is an issue in customer service.

The ultimate service or customer service is always about matching expectations with delivery ( exceeding expectations also included).

Therefore if those service users in their own home have different expectations they need to be managed differently and thus staff are trained to be effective in a specific context taking all the needs into consideration.

I would start with your performance indicators for home delivered services and get all the trainees to devise a feedback sheet to measure client satisfaction.

This can include things out of control of the service provider ( like carer’s issues!). Some case studies of good and best practice, benchmarked against other local authority providers would also help.

As you might guess we have been working with a few local authorities on this and have plenty of ideas to assist. Either email or phone to chat it through further.

In a recent customer service training slot we did some group exercises on development of a score card to measure each visit with the service user. It yielded loads of information to develop the customer service profile in this area of the organisation.

Excellent customer service is always a work in progress and only by measuring and listening to the expectations will you fulfill and surpass this.

TBD Global Ltd
0870 241 3998
http://www.tbdglobal.com
info@tbdglobal.com

2 Responses

TrainingZone says:

April 29, 2003 at 10:48 am

Arian Associates Ltd
Customer Service is Customer Service is Customer Service !

The location of the delivery is surely not an issue. Customers have basic ‘rights’ and should be treated the same regardless.

For the 5 basic rights of customers email me
business.solutions@arian-associates.co.uk and I will send you them.
TrainingZone says:

April 29, 2003 at 6:29 pm

Cutomer perception of service
It seems to me from experience in monitoring and training in a variety of environments that location is an issue in customer service.

The ultimate service or customer service is always about matching expectations with delivery ( exceeding expectations also included).

Therefore if those service users in their own home have different expectations they need to be managed differently and thus staff are trained to be effective in a specific context taking all the needs into consideration.

I would start with your performance indicators for home delivered services and get all the trainees to devise a feedback sheet to measure client satisfaction.

This can include things out of control of the service provider ( like carer’s issues!). Some case studies of good and best practice, benchmarked against other local authority providers would also help.

As you might guess we have been working with a few local authorities on this and have plenty of ideas to assist. Either email or phone to chat it through further.

In a recent customer service training slot we did some group exercises on development of a score card to measure each visit with the service user. It yielded loads of information to develop the customer service profile in this area of the organisation.

Excellent customer service is always a work in progress and only by measuring and listening to the expectations will you fulfill and surpass this.

TBD Global Ltd
0870 241 3998
http://www.tbdglobal.com
info@tbdglobal.com