Deliver and monitor a service to customers

1. Deliver and monitor a service to customers

2. DELIVER

3. MONITOR It was a fantastic day, I really felt I achieved something worthwhile and met like-minded people. The team leader was amazing – so much knowledge and funny too! We did a lot of weeding and built weed castles. I’d definitely recommend it!

4. Who delivers our customer’s experience? • The frontline delivery is by staff who regularly engage with volunteers such as TL’s and VEO’s. • Every staff member is responsible for our customer service. • Our promotional channels (Facebook, TV ads, CV websites, other websites, posters, flyers, media releases and articles) also set expectations for the delivery of the volunteer experience.

5. Team leaders Deliver – how do you provide excellent customer service? Monitor - What feedback are you be able to gather from customers? What do you use it for?

6. The type of activities people prefer – does this differ according to age, gender, income, education, employment type? • The type of locations people enjoy? • The amount of information people like to receive about the project? E.g. environmental facts, historical and cultural background etc. • Whether people felt safe and prepared (right tools etc.) on the project site? • Whether they felt you were helpful and friendly? • What else?

7. VEO’s Deliver – how do you provide excellent customer service? Monitor - What feedback are you be able to gather from customers? What do you use it for?

8. Why are they motivated to volunteer? • What times /dates suit different customers? • What information do customers expect to prepare for volunteering (what they’ll be doing, where they’ll be going, what do they have to wear and bring, will they be safe, are they insured, how will they get to the project, how much does it cost, what other choices do they have, who else will be on the team?) • Did they achieve what they wanted? • Did it meet their expectations? Why? Why not? • Did they learn anything? • Did they have fun? • Would they come again? • How do they keep in touch with CVA? What type of communication would be useful? • What could be improved? • What did they really like? • Were staff helpful, professional, friendly? • What else…

9. What mechanisms do we use to collect feedback? • Surveys • Spontaneous and unsolicited feedback via phone/email/face-to-face • Staff observation on what volunteers enjoy or avoid • Direct communication by staff regarding aspects of projects/volunteer • General conversations with volunteers

10. What do we do with it? • Make improvements to our programs and projects • Change our own approach/behaviour depending on the feedback • Develop new programs • Use for reports, media, promotional material • Share and reflect on comments in the team for a better reading of our performance • Put it in your resume

11. Who does what in your team? • Whose job is it to identify customer’s needs in your office? • How does your office collect customer feedback? • What happens with the information?

12. SERVICE

13. What are we offering our customers • What is our product • What is our image • What customer needs are being met by CVA • What distinguishes CVA? • What are CVA’s “points of difference” • Who are our competitors • Courtesy, friendly, quality product and service, value for money (even though we don’t “sell” for money our currency is people’s time…)

14. Your bundle • Knowledge: organisation, safety, volunteering, environment • Service: Helpful, thoughtful (approach people as individuals), legal requirements • When are you likely to “drop your bundle” What are the consequenses. How can you prevent it? • Reputation • No matter what we do as an organisation, the reputation of everyone can depend on the actions of one person – YOU

15. What does quality mean to you? • Good product knowledge (environment, history, etc) • The ability to communicate well and pass on your knowledge to all types of people • Warm, friendly, professional, courtesy/manners • Personal presentation • Office presentation • Comply with legal requirements (discrimination, privacy, safety) • Which one do you think is more important for a customer to satisfy? • Image • Cost • Safety • Easy to do • Feel good factor

16. What’s the best way to handle a complaint? • What is your reaction? • What is your action? • Monitoring and evaluation: the importance of trends – identify training, highlight procedural issues, stop repeat problems

17. What makes customers feel special? • Remembering their name or something personal about them • Small tokens like birthday cards • Friendliness, warmth and courtesy (greetings, smile) • Sharing your knowledge

18. Limitations: What can’t we offer?

19. CUSTOMERS

20. Who are our customers? • Are customers a “fixed” group? • What do you know about them? • What do customers want? • How will they benefit from volunteering with us? • How do you know what customers want? • Ask them? • Does it depend on who they are? • How do you find out what your customers want?

21. “Special customers” • Is any one type of customer more important than another? No, however some might have more long term significance: talk about retention, building loyalty and corporate teams • What sort of differences might there be? • Types of customers • Do you change you style to meet different customer needs? • What do you differently?

22. In the analysis of feedback: • What can we change? What can’t be fixed? • Can CVA realistically meet all customer’s needs, wants and expectations? • What happens when we can’t meet a customer’s needs? What do you say to the customer? • How do you say it? Why do you say it? • Over promising / Under delivering and vice versa

23. Personal reflections • What’s one of the best customer service experiences you’ve had? Why? • What was the impact? • What’s one of the worst customer service experiences you’ve had? Why? • What did you do about it? • What feedback do you think a “mystery shopper” would give about you? • Everycustomer is a “mystery shopper”