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Customer Satisfaction Toolkit

By Patrick Davis,2014-02-01 19:10
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Customer Satisfaction Toolkit

    TOOLKIT CONTENTS

    ~ INSTRUMENT 1 ~Sample Customer Service Standards ................................................ 3

    Program Effectiveness .............................................................................................................................. 3

    Serving Well ................................................................................................................................................ 3

    Conveying Courtesy & Respect ............................................................................................................... 4

    Earning Trust .............................................................................................................................................. 5

    Inviting In ..................................................................................................................................................... 6

    ~ INSTRUMENT 2 ~Survey Design Checklist ..................................................................... 7

    I. Early Design Stage .............................................................................................................................. 7

    II. Draw the Sample.................................................................................................................................. 7

    III. Design Survey Form, Instructions, and Questions ........................................................................ 8

    IV. Design and Create Cover Letter ........................................................................................................ 8

    V. Pilot Testing ......................................................................................................................................... 8

    VI. Collection and Data Entry .................................................................................................................. 9

    VII. Analysis and Reporting ...................................................................................................................... 9

    VIII. Available Resources ........................................................................................................................... 9

    ~ INSTRUMENT 3 ~Sample Correspondence ................................................................... 11

    Pre Notice Letter....................................................................................................................................... 11

    Cover Letter .............................................................................................................................................. 12

    Follow up Postcard .................................................................................................................................. 13

    ~ INSTRUMENT 4 ~Sample Customer Service Survey ................................................... 15 ~ INSTRUMENT 5 ~Additional Service Interaction Questions ....................................... 19 ~ INSTRUMENT 6 ~Sample Customer Complaint Form.................................................. 21 ~ INSTRUMENT 7 ~Employee Satisfaction Survey.......................................................... 23

    Toolkit ~ Instrument 1

    SAMPLE CUSTOMER SERVICE STANDARDS

Program Effectiveness

    DESCRIPTION STANDARDS

    Customers’ perceptions of the ; Standards of quality vary by program.

    value received from the service

    provider.

    ASSESSMENT ITEMS

    ; Assessing program effectiveness is particular to each individual program. Each agency

    should develop specific questions at the program level. To assess program effectiveness,

    agencies should identify existing services and then ask the appropriate customer group(s)

    these questions about them:

     How important is the service to you?

     How well is the service meeting your needs?

Serving Well

    DESCRIPTION STANDARDS

    This dimension focuses on the ; We perform the service on time, on budget, and as

    execution of the service, promised.

    whereas the other dimensions ; We return all phone calls and email within 24 hours of focus more on the interface receipt. If more time is needed, we let the customer between the customer and the know how long it will take to resolve an issue. agency. Put simply, providing

    ; We respond to mail correspondence within two weeks accurate, dependable, and

    of receipt. timely service. Delivering the

    service as promised is a ; We listen actively, acknowledge the problem, and ask precursor to customer questions before providing an answer. satisfaction. If agencies don’t

    ; If we cannot provide what is asked, we offer execute well, no amount of

    suggestions and options. courtesy and empathy will

    satisfy the customer’s basic need ; Problems and complaints are resolved quickly with for the service or product. minimal effort on the customer‟s part. We investigate

    the source of problems, so they do not recur.

     3

Customer Satisfaction Workgroup

    ASSESSMENT ITEMS

    ; Timeliness providing services in a timely manner

    ; Accuracy providing services correctly the first time

    ; Records maintaining error free records

    ; Flexible helping customers find a solution

    ; Expectations providing service which meets customers‟ expectations

    NOTE: Bold items represent the required customer service questions. See Instrument 5 for the actual questions.

Conveying Courtesy & Respect

    DESCRIPTION STANDARDS

    This dimension stresses the ; We will introduce ourselves and remain courteous and interaction between the agency positive in all our interactions. We will be empathetic and the customer. Agencies and helpful, even if we have to say “no”.

    convey courtesy and respect ; We maintain eye contact and demonstrate active through their ability to portray a listening through our expressions and body language. genuine concern for their

    ; On the phone, we wait until an individual has finished customers’ well being. For

    speaking, and then paraphrase what was said to ensure example, listening to customers,

    that we understand the request. working with them to find a

    solution, maintaining a friendly ; When resolving problems, we follow up with and polite manner, and keeping customers to ensure their issues are resolved, and we customers informed. provide periodic updates if a resolution takes longer

    than anticipated.

    ; We clearly explain to our customers what we do, how

    our programs work, and who to contact for further

    assistance. Our communications are clear, concise,

    and jargon-free. If a statute or rule is cited, it is

    explained clearly.

    ASSESSMENT ITEMS

    ; Helpfulness demonstrating a willingness to help customers

    ; Individualized giving customers personal attention

    ; Courtesy exhibiting courtesy and professionalism

    ; Informed keeping customers informed throughout the service interaction

    ; Communication using clear, concise, and jargon free language

    NOTE: Bold items represent the required customer service questions. See Instrument 5 for the actual questions.

4

    Toolkit ~ Instrument 1 Earning Trust

    DESCRIPTION STANDARDS

    This dimension emphasizes ; We provide employees with information and training,

    inspiring trust and confidence so they are familiar with the range of products and

    among stakeholders and the services we offer. We see each customer contact as an general public. Trust begins by opportunity to educate.

    demonstrating an ability to ; We ensure legislative and organizational guidelines apply the knowledge, skills, and are applied and adhered to when handling sensitive organizational capacity to information. provide effective service.

    ; A customer feedback form is available in every office, Furthermore, agencies must

    so customers can tell us how we are doing and what assure citizens that any personal

    improvements we can make to our service. and financial information they

    share is secure. Finally, ; We take responsibility if things go wrong, at the agencies must develop a system very least you are entitled to a good explanation and to prevent problems from an apology. occurring and to handle them

    ; We keep the customer the focal point of all activity. effectively when they do. At a

    We consult customers regularly to understand their fundamental level, earning trust

    needs and to assess our services. We report our is a matter of communicating

    findings and take action based upon them. that agencies have the

    customer’s best interest at heart.

    ASSESSMENT ITEMS

    ; Competence demonstrating knowledge and expertise

    ; Confidentiality safeguarding sensitive information

    ;