Customer-Service-ExcellencePPT精品课件资料.pptVIP

CustomerServiceExcellenceA21stCenturyServicesProject1.

ProjectBrief“Toencourageeverylocalauthoritytoadopthighqualityapproachestocustomerserviceexcellence,acrossthefullrangeoftheiractivities…”UnderpinservicetransformationImproveoutcomesChangehowservicesaredeliveredEnsurecustomercentredservicesare:EfficientEffectiveExcellentEquitableEmpowering2.

AimsoftheProjectRecognisesthatthereareanumberofdevelopingapproachesNotconstrainedtofrontenddeliveryoperationssuchasContactCentresAimsto:SupportlocalauthoritiestoadoptconsistentapproachtocustomerserviceexcellenceSharingapproacheswithpartnersEncourageoverallimprovementinpublicsectorattitudetocustomersIdentifyandexploitregionalandsubregionalbenchmarkingopportunitiesSupportpilotinnovationsincustomerfocusseddesign/deliverySeekopportunitiesforinter-agencyworkingDeliverstrategicprocurementframeworktoenablecustomerserviceexcellence3.

CustomerFocusinContextUnderstoodatsomelevelbyeveryserviceorganisationPersonalprideinservicewelldeliveredCorporatesystemformanagingservicerequestsCustomerservicestandardsandawardsBuildonexistinggoodpracticeandknowledgetoproposeconsistent,highstandardsofcustomerserviceexcellenceExistingexamplesMultichannelcontact:facetoface,phone,papermail,web,SMS,digitalTV,videolinksSelfserviceIncreasedaccessthroughwiderchannelchoice(24-7becomingareality)ImprovingunderstandingofcustomerneedsCorporatecustomercontactpointsandsophisticatedICTsystemstosupportcustomerfocussedfunctions4.

CustomerFirstNetworkPriorities:PracticalapproachestoCustomerFocusCustomerJourneysMeasuringandevidencingCustomerStrategyEmbeddingcustomerawarenessinservicedesignanddeliveryTheBusinessCustomerHardtoReachgroupsOtherconcerns:RecruitmentandretentionInductiontraining5.

NationalContextNationalImprovementandEfficiencyStrategyCustomeror