Hello. I have been asked to facilitate a group of 30+ from a school of education of a University on Customer Service. Among others, one objective is to discuss and agree customer service standards for their school. I only have a half day with them so would like some suggestions on how I might take this forward. Grateful for any suggestions.
Christine Galloway
2 Responses
Customer Service Charter
Hi Christine,
The great thing is that we are all experts in customer service and as you have a group of 30+ perhaps you could use their experiences, both good and bad, to develop a Customer Service Charter for the school.
The process might be something like:
Break them into groups of around 6 and get them to pool their experiences. Using the headings of Excellent and Terrible ask them to produce a list of what made the experience Excellent or Terrible, you can also give them sub-heading in the list (Environment, People, Product, Etc).
When the groups have produced their lists get them to “flip over” the Terrible list into positives and add these to the Excellent list.
Next, get each group to briefly present their Excellent list to the others and you can facilitate the removal of any duplications.
Next, give a portion of the list back to each group and get them to come up with 2/3 statements that encompass the essence their part of the list. You should end up with around 10/12 statements that represent Excellent customer Service.
Finally, get the list typed up and you have a basic Charter (you can also turn this into a simple questionnaire and use it to measure how successful the School is at delivering the Charter).
I hope this makes sense and is of some help, if not you are welcome to get in touch.
Regards,
John
Thanks for your ideas
Hi. Thanks you very much! That’s a great help to me. Much appreciated. Isn’t this site great?!