In a time of change, the Customer First Standard made us focus on our customers and customer service
Business Link Yorkshire
14/08/2009
What were the benefits of the assessment process?
We assessed ourselves against the Standard using mixed management working groups as well as employee teams via team meetings - this enabled interdepartmental working and sharing of good practice.
We identified areas of weakness such as the induction of internal transferees and training evaluation, and then worked together as a team to address them.
Making a difference - What impact has the Standard had upon your customers and your organisation
The process has enabled a greater interdepartmental understanding of what customer service truly means to our business. It has also demonstrated that we must have excellent internal customer service to support our externally facing departments.
The exercise has also demonstrated the benefits of sharing examples of good as well as bad customer service as learning points. We now process and share positive feedback as we previously would have done for complaints only.
Why would you recommend the Standard to other organisations?
The Standard is an excellent vehicle for ensuring that all departments pull together as a whole to ensure a strong customer focus for the whole company.
Contact Name
Linda Gapper
Contact Telephone
01226 735200
Contact Email
l.gapper@businesslinkyorkshire.co.uk
Contact Website
http://www.businesslinkyorkshire.co.uk
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