Edi Level 3 Certificate In Customer Service

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Workbook

Accreditation number: F/600/0660

Version 6
Support Pack

Effective from: 1 September 2008

Accreditation Number:
500/4380/8

Version 1

EDI Level 3 Certificate in Customer Service

CU1080: Developing and Improving the Customer Service Process |

F/600/0660 Level 3: 7 Credits

Learner name: | Tracy Woollett | Learner registration number: | | Centre name/number: | | Assessor/tutor name: | Fiona Hall | Your job role (if applicable): | | Main organisation: Hanover Start(This will either be the organisation the Learner is employed by or, if the Learner is not currently
These surveys are sent in written form/electronically ,verbally or in Braille depending on customer need. These are sent out on a bi-monthly basis to monitor satisfaction with the customer service centre and the delivery of services to residents-including rent accounts and repairs.The surveys are scored 1-5 in terms of satisfaction; 1 being poor and 5 being excellent. A series of set questions are asked and customers rate their opinions.The 6 question asked where; 1. In thinking about your most recent experience with the organisation was the quality of customer service you received: 2. If you indicated that the customer service was unsatisfactory, would you please describe what happened? 3. The process for getting your concerns resolved was: 4. Would you please take a few minutes to describe what happened? 5. Now please think about the features and benefits of the service you received How satisfied are you with the service ? 6. How do you think we could improve the customer service experience for you?Responsibility for dissemination /collection of the surveys lies with the estate managers and she empowers customers to complete them. They are sent off to the customer service centre and a customer service manager is responsible for collection of data, response and any action planning. Regional estate managers receive feedback from the surveys and action plans/targets are planned and reviewed in monthly team meetings and individual monthly appraisals with staff. The resources required are paper based questionnaires . Braille and interpretation services depending on customer need.