Caring for your Customer from decent homes, to decent communities

Introduction: Points to be covered:  Mears approach to Excellent Customer Care  What's the difference between Service and Care?  How can I use customer care to win new business?  What do Mears expect to see from our sub contractors?  Tips on how to get the message across Anne Grace Group Customer Services Manager Mears Group Plc

What is the Mears approach to Excellent Customer Service?  We put the customer first  Customer created, Customer Experience  Full Resident Involvement  Treating residents and their property with dignity and respect  Customer Care Training for all Operatives  Customer Excellence, beyond satisfied  98% Customer satisfaction, 78% rating service as Excellent

What is the difference between Service and Care?  Service  Doing the job, right first time, at price agreed  Care  Talking to the customer,  Showing interest  Treating customer with respect

How can I differentiate my company?  Ask your customers for feedback and use it  Ask your customers to recommend you – will they??  Appearance matters – what image do you present?  Practice Excellent Customer Service at all times  Show respect for your customer and their property

What do Mears Expect from sub contractors?  Work under the Mears brand  Attend Mears training courses: H&S, Customer Care  Code of conduct for staff  Effective supervision of staff  Complaints procedure  Measure your own performance and share feedback  Customer Care Charter or Policy

Tips for getting your message across  Appearance  Demeanour  Listen to your customer and take note  Build rapport with your customer  Honesty – become known for it

 Thank you!