1. Providing Effective Customer Service Organisational Procedures Codes of Practice Legislative and Regulatory Requirements

2. Think of many ways as possible: How do businesses check if their employees are providing good customer service? Self Start!

3. Monitoring customer service?  Customer feedback forms  http://www.firstgreatwestern.co.uk/about-us/customer-services/customer-feedback-form  Mystery Shoppers  http://www.youtube.com/watch?v=FeQ3WDhF6wo

4. Uniform Checklist  How has Northwood School made it a requirement to wear these uniforms and abide by these rules?

5. Codes of Practice  Legal document  States what businesses expect of their staff  States what society can expect from the business  Gives the company some principles  Strong principles – customers like the companies that stand for something  Eg. Ben and Jerry’s Ice Cream - http://www.benjerry.co.uk/our-values/environmental/recycling AKA – Student or Customer Charter

6. Are all organisational procedures…  Customer feedback questionnaires  Mystery shoppers  Codes of practice …Instructions on how to carry out a task to make sure all customers are dealt properly with legally

7. What is the point of organisational procedures?  Task – 4 mins  Discuss with you partner – Why do business use organisational procedures?  Remember: Organisational procedures include customer feedback questionnaires, mystery shoppers and codes of practice. They are instructions on how to carry out a task to make sure all customers are dealt properly with legally

8. What is the point of organisational procedures?  Meeting or exceeding customer expectations  If customers know they will get good customer service every time that is where they will go!  Following the Company Mission Statement  A company may have a vision and the procedures will help them get there  Meeting external quality benchmarks