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Exceptional Customer Services

Exceptional Customer Services. Zakki Ghauri Parking Development Manager Croydon Council. March 2011. Croydon. Croydon covers an area of 87km 2 Croydon has a population of nearly 340,000 and a working population of 160,000 Largest London borough by population

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Exceptional Customer Services

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  1. Exceptional Customer Services Zakki Ghauri Parking Development Manager Croydon Council March 2011

  2. Croydon • Croydon covers an area of 87km2 • Croydon has a population of nearly 340,000 and a working population of 160,000 • Largest London borough by population • There are an estimated 13,000 businesses in Croydon • Black Minority Ethnic (BME) communities comprise 36% of Croydon residents • Around 11,500 of Croydon's population are over 80 • There are currently 142,510 properties in the borough

  3. Services • Consultations • Traffic Design • Pay & Display • Cashless Parking • Suspensions/Dispensations • Removals • Enforcement • Shopmobility Service • Companion Badges • Permits Processing • Abandoned Vehicles Service • Blue Badge Enforcement

  4. Customer Service Case Study • Angry and Upset Customer • Calmed situation • Sympathised • Gave customer advice • Reassured that we would look favourably on case

  5. Outcome • Circumstance didn’t allow PCN to be cancelled • Explained why • Turned into complaint • In financial dire straits!

  6. Customer Services “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.” - J. L. Scott. (2002)

  7. Customer Services • Feelings • People • Emotions

  8. Customer Services • Understanding • Connecting

  9. Identifying Customers • Who are your customers? • Residents • Businesses • Visitors

  10. Identifying Customers • Whoare your customers? • Demographical Profiling • Communication

  11. Identifying Customers • Mosaic • Profiling Customers • Help us to understand our customers better • Accessing of Information • Service Provision

  12. Communication • Customer Engagement – Croydon Festival • Online Survey • Visiting Local Businesses • Drop-in Sessions at Libraries & Town Hall • Neighbourhood Partnership Meetings

  13. Perceptions • Negative Press • Managing Expectations • Neighbourhood Partnerships • Online Survey

  14. Surveys • Where do you park most often when visiting Croydon Town Centre? On street (in bays) In car parks (please tick all that apply) • Non-council run car parks in Croydon: NCP – Wandle Road NCP - St George’s Walk NCP - Fairfield Halls NCP - Allders NCP - Whitgift NCP - Dingwall Road Q Park – Charles St Centrale Shopping Centre • Council run car parks: Ann’s Place Factory Lane Jubilee Bridge Spice’s Yard Wandle Road West Croydon

  15. Vision and Mission • Top Down Approach

  16. Bottom Up

  17. Side On Approach

  18. Side On Approach • Buy in from management • Consultation with Staff • Customer Led Approach

  19. Policy Finance Risk Contracts/ SLAs HR Assets VISION Performance Framework TO PROVIDE THE FLAGSHIP PARKING SERVICE PROVISION BY UTILISING THE NEWEST TECHNOLOGY, BEING CUSTOMER FOCUSED, TRANSPARENT, ROBUST IN ENFORCEMENT AND EFFICIENT IN OVERALL SERVICE PROVISION. Comprehensive Area Assessment Best Value Team Targets Individual Targets/ PDCS Pillars of Organisation MISSION Council Business Team Individual Unit Officers • Create a safe and efficient flow of traffic through our Borough • Create the best possible Parking Services infrastructure • Continuous maintenance of Parking Services infrastructure • Provision of adequate parking allowance and easy access to it • Effective and robust parking/traffic enforcement and debt recovery • Transparent and professional consideration for customers’ requests and complaints (Bays, lines, signs, short term parking (P&D) and ICT) (Variety of parking permits and easy access to them)

  20. Staff • Front line most important • Morale • Training

  21. Training • NVQs • Collaborative Working with the Customer Services Division • Mystery Shopping

  22. Acknowledgement • Internal • Statistics • PDCS Excellence • Customer Service Excellence • Manager of the Year • External • ISO 9001:2008 Accreditation • Parkmark • BPA Awards

  23. Acknowledgement • Continuous Improvement • BPA Award for Customer Service

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