Exceptional Customer Service Charter St Helens Exceptional Customer Service Charter

Our Customer Services Objectives for 2013 -2014 Increase no. of responses in annual Customer Sat Survey from 25% to 50% in 2014 2014 Increase overall scoring in Customer Sat Survey for 2014 to 100% Satisfactory or higher

Innovation At Agilisys we deliver innovative solutions to meet and exceed our clients needs At St Helens we will offer schools a proactive service, making sure that we seek out the requirements of our schools and then designing solutions and services to answer them. It Looks Like Identify reoccurring problems & provide solutions Getting involved Reducing levels of faults Exceeding expectations Enthusiasm Energetic Products – New & Improved Processes – New & Improved People – new & improved Services – new & improved Use current technology to create and design new business and technology solutions It Sounds Like Listening to our customers Creating new ideas Listening to ideas Asking questions Being knowledgeable Encouraging clients to express their needs It Feels Like Openness to change Cut above the rest Making things better Constantly improving the customer experience Improving pupil outcomes Going above and beyond for our customers needs Finding ways to improve things and make things better Using current technology in a new method Being equipped (to do the job) Being positive Improving teaching &learning Current State --> Future State

Integrity At Agilisys we operate with personal and professional integrity in all situations, by being open and honest and leading by example. At St Helens we will provide our schools with advice and service that is best suited to their requirements. Schools know and trust that we will deliver “best value” goods and services It Looks Like A clear and concise breakdown of what we are providing Being open & transparent Being pro-active Doing what you say you are going to do Delivering what is promised at the cost and standard of service It Sounds Like Happy customers Getting positive feedback Willingness to communicate Giving honest advice Not to mislead Being truthful and honest It Feels Like Being treated fairly Being satisfied Building trust Understanding the clients needs Progress Doing the right thing Truthfulness Dealing with Professionals Confidence in the product Not exploiting customers – ‘Not selling items they don’t require’ Taking responsibility Delivering on- time

Passion At Agilisys we have a passion for excellence, to exceed expectations and to celebrate our achievements along the way. At St Helens we demonstrate our passion for success through our enthusiasm and commitment to the highest quality of service to our schools. It Looks Like Enthusiasm for the task given and for the delivery Excitement Active Interest in others Energy Commitment Outward display of emotion Genuine smiles Enthusiastic employees Motived employees It Sounds Like Confidence Caring attitude towards clients – empathy for the whole picture not just the IT part eg. Impact of distribution and everything else Engaging others It Feels Like Happy people Satisfied clients Reassurance Pride in a job well done Genuine Striving to do the best we can despite the limitations. ( Time restraints e.g. lesson is only ½ an hour long, find a work around to ensure lesson continues, whilst long term solution is sought. Delivered with care for the clients concerns Make client feel they are being heard and have enthusiasm for their role.

Client Service Behaviours What you can expect from us

1st Contact WE WILL Be on time and punctual Wear appropriate, professional attire Be attentive Smile Give you eye contact Use open body language Introduce ourselves – who we are – why we are there Where our name badge Give you a happy greeting Be polite and demonstrate manners (e.g. please, thank you) Use the correct greeting - Sir / Miss/ Mr Bloggs, Mrs Bloggs Be clear and concise – avoid mumbling Use professional language – use the right language for the client Remember if we have dealt with you previously Remember relevant personal information about you

1st Response WE WILL Provide a swift and timely response Listen to your issues Clarify your needs by asking questions Confirm your needs by repeating your requirements Be knowledgeable about options and aware of similar issues Share best practise from other clients Identify your expectations Ask to be shown the issue Reassure you with what we can do Discuss options Remain positive

Agreeing The Task WE WILL Discuss the range of options and procedures available Provide long and short term options where appropriate Discuss the up front cost/ time / impact and any potential implications Listen and reiterate to confirm Use SMART objectives - Specific, Measureable, Achievable, Realistic, Time bound Ensure you understand the solution Agree on a solution Agree on an expected outcome Agree what will happen and by when Confirm stakeholder responsibilities - What we will do, what you will do Agree on any aftercare (i.e what happens afterwards) Check your understanding before commencement of the task

Delivering The Task WE WILL Be ready to deliver with the right tools and knowledge to do the job Start on time Do it at a time of your convenience Ask if it is it ok to come in if you are busy Explain why we are here, what we propose to do, and ask if it is a convenient time with you, for us to undertake the work? Arrange an alternative time if it is not convenient for you Deliver to agreed schedule Deliver to agreed cost Deliver to agreed quality Do what we say we are going to do Fix the problem first time if possible Update you with the progress / issues / costs Work within the SLA Test our work to establish it works and the issue is resolved

Follow Up & Closure WE WILL Ensure reliability of the solution Speak directly to the impacted customer Remind you of the nature of the problem Inform you what we have done to rectify the problem Check that this is working for you Ask you to test the solution Check you are satisfied with the result Get your sign off Ask if it is ok to close the call Inform you that you can re-open the call Ask if we can be of further assistance Check the issue is resolved on following visit Be pro-active with our colleagues by communicating the solution to others who haven’t had the experience. Seek your feedback about the service either verbally or written