Customer Research:
The methods used to determine target customers and their on –going needs, competitor activity and market demands.
The Customer Service Promise:
What the organisation wishes the customer to experience and be judged against.
Business Leadership & Planning:
Objectives for financial, marketing and operational achievement in meeting customer needs and business goals.
Operational Planning & Standards of Performance:
The planning processes that ensures that all the critical stages in an operation have been identified and can be implemented. The established procedures that underpin the service plan and ensure that the customer promise is met.
Resources
All the resources that are required to deliver customer service standards are identified and provided.
Training and Development
The activity that ensures people are capable of delivering the service standards that meet the customer promise.
Service Delivery
The way of checking that the service promised to the customer is consistently delivered and customers’ views on their perception of the quality of the service ascertained.
Service Recovery
How customer service problems are identified and corrected to prevent their recurrence.
Customer Satisfaction Improvement
How the need for customer service improvement is recognised and met