Co-Ordinate Customer Service Activity in Property Services Industry
CO-ORDINATE CUSTOMER SERVICES ACTIVITIES IN THE PROPERTY SERVICES INDUSTRY
TABLE OF CONTENTS Page 1. INTRODUCTION 2
2. SERVICE ISSUES 3 3.1. There is no detailed procedures handbook 3 3.2. There is no formalised training and assessment process 3 3.3. Reporting of customer issues are not maintained on any recording system 3 though they are communicated to the building manager 3 3.4. Phone contact at times is disrupted due to poor reception around the site 3 3.5. Personal presentation of staff at times is poor 3 3.6. Appearance of the reception office at times is poor 3
3. SUMMARY OF SOLUTIONS 4
4. POLICIES & PROCEDURES 5 5.7. Procedures Handbook 5 5.8. Property Audits and Reporting 5 5.9. Collecting, Reporting and Responding to Customer Feedback 5
TABLE OF CONTENTS Page 1. INTRODUCTION 2
2. SERVICE ISSUES 3 3.1. There is no detailed procedures handbook 3 3.2. There is no formalised training and assessment process 3 3.3. Reporting of customer issues are not maintained on any recording system 3 though they are communicated to the building manager 3 3.4. Phone contact at times is disrupted due to poor reception around the site 3 3.5. Personal presentation of staff at times is poor 3 3.6. Appearance of the reception office at times is poor 3
3. SUMMARY OF SOLUTIONS 4
4. POLICIES & PROCEDURES 5 5.7. Procedures Handbook 5 5.8. Property Audits and Reporting 5 5.9. Collecting, Reporting and Responding to Customer Feedback 5
References: http://businesscasestudies.co.uk/tnt/delivering-a-superior-customer-experience/the-customer-experience-at-tnt.html#ixzz2PvuqNo5Y http://www.business.vic.gov.au/tips-and-case-studies/improving-customer-service http://www.business.vic.gov.au/tips-and-case-studies/setting-new-standards-in-customer-service A Successful CRM Implementation Project in a Service Company: Case Study…..Organizacija, Volume 42, Research papers, Number 5, September-October 2009, Franka Piskar1, Armand Faganel2…….1Sanolabor, d. d., Leskoškova 4, 1000 Ljubljana, Slovenia, franka.piskar@sanolabor.si.........2Faculty of Management, University of Primorska, Cankarjeva 5, 6104 Koper, Slovenia, armand.faganel@fm-kp.si