customer services

Memo

To: ALL STAFF
CC: George Coakley
From: Shamaila Zeb
Date: 09/11/2009
Re: Customer Service

What is customer service?

“Making choices based on the particular features of each product”. Customer service is ability to provide a service or product in the way that it has been promised for example customer may expect good service when buying some new trainers, but this is unlikely to be the main factor in deciding whether to make a purchase. Factors like price, comfort, style and brand are likely to be more persuasive.

There are two types of Customer service one is good and the other one is bad. “Good customer service provides an experience that meets customer expectations it produces satisfied customers and the bad customer service can generate Complaints. It can result in lost sales”. Good customer’s service creates advantages for both customers and the business alike.

This shows how good the customer service is. I got the examples and information from www.ebitnow.com .

What is the first Direct mission statement? It is linked to deliver good customer service?

First directs mission statement is ‘pioneering amazing service means that Customer service is used to set the direction for the business. To maintain these standards first direct identifies what customers expect from banks in terms of customer service provision. It then builds these customer expectations into the services it provides.

“To achieve customer satisfaction, first direct sets and monitors service standards. Example four out of five calls are answered within 20 seconds. On average a customer’s call is answered in 13 seconds. Customer service representatives are available around the clock. This means that customers always get to talk to a real person not a machine and they never have to push buttons before they get to talk to someone. This helps first direct in the marketplace.”

I got this quote from www.ebitnow.com it shows how good the fis
Confidential

What are the four main elements of good customer services at first direct?

These four points shows how good first direct is at customer services
• Ensuring first direct colleagues are courteous and informed – that they know about the
Bank’s products and services

• dealing with any complaints promptly and fairly

• following up sales

• offering informed guidance on any products that are available (subject to financial