Key Step

Brief Description

1.

Culture

The “tone” of the organisation and style of leadership

2.

Research

Methods of understanding customer’s needs, expectations target market and competitive activity.

3.

Business Planning

Aims and objectives for financial, marketing and operational achievement

4.

Customer Promise

A promise to the customer on service that will be provided and judged against and the communication of the promise

5.

Recruitment, Selection, Training

And Development

The process to selecting the “right people” and training and developing them to ensure they are capable of delivering the service standards that meet the customer promise

6.

Operational Planning

The planning processes that ensures that all the critical stages and resources in an operation have been identified and can be implemented

7.

Service Standards

Written procedures which underpin the service plan and ensures that staff know what is expected of them to deliver the service promise consistently

8.

Measuring Performance

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 determined

9.

Service Recovery

How customer service problems are identified and corrected to prevent their recurrence

10.

Customer Service Improvement and development

Identifying ways of improving and the use of innovation for development and growth