Recent headlines confirm that in this economic climate customers are even more focused on securing value for money. The pressure is on for the UK Service Sector, which accounts for 75% of the GDP, from businesses that cannot fail to ignore the recent survey from Watchdog which shows that the Public think that 'customer service is getting worse' to universities that cannot fail to meet the increasing demands from students who want a return from their educational investment.   

This newsletter highlights the movers and shakers who digging deep and thriving in this climate. Here at Customer First UK we're seeing more organisations going for the Customer First Standard to support them to build customer loyalty. Furthermore, leading businesses are using their Customer First achievement to open doors internationally by expanding their businesses abroad. Closer to home check out our success stories from top universities who are en route to securing exceptional student experiences as well as worldwide recognition. Clearly those leading the way are 'Putting the Customer First!'

Best Wishes

Customer First UK

In this issue
                                                 
» Watchdog Report shows the Public thinks 'customer service is getting worse'
» Students demand value for money through better service
» 8 Top Tips on  empowering your people to deliver a better customer experience
» Inspirational Case Studies
»Customer First Workshops
» We're Looking for Consultants to join the Customer First Network

                

Watchdog Report shows the Public think 'customer service is getting worse' This was the disappointing message that headlined a recent survey carried out by the BBC's Watchdog. The survey received an astonishing level of response with nearly 75% of respondents agreeing and half also stating that they are faced with bad customer service on a weekly basis. Entrepreneur Sarah Willingham asserts "In the economic enviroment, when actually customer service ought to be getting better, I think alot of companies fall very short." Customer First UK can report that it is not all doom and gloom as we're seeing enquiries flooding in from businesses that want to make a difference NOW by going for the Customer First Standard. Read the story in full

Increase in complaints against universities as students demand value for money  A recent report has publicised a surge in the number of complaints made by students against their universities. Since tuition fee costs were controversially raised in 2006, universities are now finding that their students are demanding value for money from their educational investment. Adjudicator, Rob Behrens comments, " Students are increasingly becoming more zealous in protecting their rights because they are paying for their education." With this in mind, it would appear that universities are starting to view their students as 'customers'. In the last 6 months Customer First UK has seen 1 in 5 UK universities enquire about using the Customer First Standard as a framework for improving their services. Read More

 Customer First Case Studies

"Achieving Customer First confirms our strategic commitment to providing an Exceptional Student Experience."

The second largest university in the UK,  the University of Leeds, has recently put their Residential & Commercial Services department through the Customer First Standard.  Their experience has supported them to increase customer satisfaction, improve their commercial viability and put them en route to securing their 2015 vision to be in the Top 50 universities worldwide.

As a department of 350 people, the RCS has improved engagement with staff too by bringing the recruitment, induction and training in line with their values and service objectives, supporting their people to deliver an exceptional student experience.
Read more

            

"Customer First has led to new opportunities for growing our company overseas."

Achieving Customer First for the second time round played a vital role in securing ST*R Learning the opportunity to form a new management training company in the Czech Republic. Carolle Thompson, Commercial Director says, "We've been working towards exporting for the last 2 years and due to Customer First and the fantastic support we've had from UK Trade and Investment within the British Embassy at Prague, we've now achieved one of our major goals.
Read more

        


"Integrating the many diverse business areas of the University has been achieved with the support of Customer First."

Recognised as a Top 10 UK University, the University of Exeter has just seen their Corporate Services department achieve Customer First. Formed in 2007 with the key objective of integrating their many diverse business areas, Corporate Services' primary aims include continually improving all student, staff and visitor facing services and improving the quality of the management and customer information they provide.

Read more

© Customer First UK 2009.

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