1. Exceptional Customer Service Charter
St Helens
Exceptional Customer Service Charter

2. 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

3. 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

4. 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

5. 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.

6. Client Service Behaviours
What you can expect from us

7. 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

8. 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

9. 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

10. 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

11. 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