Issue 8 | January 2007
Is the Customer First Standard for you?
- Yes - if your organisation wants to increase customer satisfaction levels
- Yes - if you want to retain your existing customers
- Yes - if you want to differentiate your brand in the market place by delivering customer service excellence
Putting the Customer First is The National Standard for Customer Service and has its roots in the provision of business services. If you are involved in service delivery, we believe that Customer First will make a measurable and positive impact on your organisation, your customer relationships and your market position. Hundreds of organisations throughout the country are already benefiting from achieving The National Standard.
So just what does the Customer First Standard look like?
In summary the Customer First Standard focuses on the customer and their interface with and experience of your organisation’s service delivery. It has three key parts for you to work through, each encompassing a series of specific quality Statements.
These three key areas of focus are:
Building Customer Relationships:
- How do you identify and then meet your customers’ needs?
- How do you build long-term customer relationships?
- What practices are in place to deal effectively with customer complaints and queries?
Maximising Market Awareness:
- How do you identify your target market?
- How are your services improved and new ones developed to better meet your customers needs?
Developing your People:
- How do your people understand and assess customers’ requirements?
- How do you ensure that your people are continually developing their skills so they can provide the best service to your customers?
To find out about the real benefits organisations have experienced from achieving The Customer First Standard, read the case studies featured in this newsletter.
If you are interested in finding out more about Customer First, attend a Customer First Breakfast Seminar. For further information contact Vicky O'Connor on 0845 226 0719 or email victoria.oconnor@customerfirst.org.
Contact Us
Customer First UK, Unit 3, Arabesque House, Monks Cross Drive, York YO32 9GZ
i | www.customerfirst.org
e | enquiries@customerfirst.org
t | 0845 226 0719
f | 0845 226 0718
© Customer First 2007.
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