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Customer Service & Customer Protection in MANSELL. Agenda. The Importance of Customer Service Legislation Protecting Customers & Employees After Sales Care Examples of Customer Service Customer Complaints. The Importance of Customer Service.
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Agenda • The Importance of Customer Service • Legislation Protecting Customers & Employees • After Sales Care • Examples of Customer Service • Customer Complaints
The Importance of Customer Service • Dissatisfied customers will go away • Very often, they will switch to another provider without complaining • Providing good customer service is the key to high customer retention • Customer retention is at the heart of MANSELL’s strategy • It costs a lot less to satisfy an existing customer than it does to win a new one
Question: Can you think of any legislation designed to protect Customers and Employees?
Examples of Legislation • Trade Descriptions Act 1968 • Health & Safety at Work Act 1974 • Safety Signs Regulations 1980 • Data Protection Act 1998 • Consumer Protection Act 1987 • Sale & Supply of Goods Act 1994
Examples of Legislation • Trade Descriptions Act 1968 • Makes it an offence for a trader to; • provide a false trade description to any goods • supply goods which have a false trade description • make false statements about services, accommodation or facilities • It is reasonably easy for MANSELL to follow this legislation as our clients tend to tell us, in detail, what they require • In these circumstances, we simply need to conform to the specification. • As a contractor, we do not generally develop and market our own products
Examples of Legislation • Health & Safety at Work Act 1974 • Makes it law for employers to provide such things as; • personal protective equipment • reporting of accidents and dangerous occurrences • first aid • fire precautions • lifting equipment • MANSELL takes this law extremely seriously • We have clear health & safety policies and regional health & safety managers • All our staff receive the appropriate levels of training on health & safety
Examples of Legislation • Safety Signs Regulations 1980 • Encourages the standardisation of safety signs • Covers various means of communicating health & safety information; • illuminated signs • hand & acoustic signals (e.g. fire alarms) • spoken communication • MANSELL ensures it follows this legislation by having standard industry-recognised signs across all its sites and offices • We ensure that these signs are maintained and that employees receive adequate training if a new sign is introduced
Question: What is the Data Protection Act - what does it try to achieve?
Examples of Legislation • Data Protection Act 1998 • Contains eight Data Protection Principles. These state that all data must be; • processed fairly and lawfully, and kept secure • used only for specified and lawful purposes • adequate, relevant, and not excessive • accurate, up to date, & kept for no longer than necessary • processed in accordance with the individual’s rights • MANSELL states it’s Data Protection Policy on all forms which ask stakeholders for “sensitive” information • Much of the work needed to meet the requirements of the DPA is common sense
Examples of Legislation • Consumer Protection Act 1987 • Prohibits the supply of unsafe goods • Makes it an offence to give a misleading price indication • Clearly, the most important thing for MANSELL to achieve when attempting to comply with this legislation is a safe building • MANSELL has numerous procedures for checking that suppliers and subcontractors are providing safe products and services which then ensure that our ultimate product is safe
Examples of Legislation • Sale & Supply of Goods Act 1994 • Ensures that goods are of satisfactory quality • Goods are defined of satisfactory quality if they “meet the standard that a reasonable person would regard as satisfactory, taking account of any description of the goods, the price (if relevant) and all the other relevant circumstances • The construction industry has a poor reputation for quality • MANSELL carries out exhaustive checks throughout their construction projects to ensure that the end product is of satisfactory quality when handed over • This process is known as “snagging”
After Sales Care in MANSELL • MANSELL provides most of its key customers with an after care service • This involves giving the customer a dedicated telephone number where they can report problems and have the confidence that they will be dealt with quickly and efficiently • We not only offer this customer care facility after a project is completed, but we also provide care during the project itself. Our site managers are encouraged to manage this. • The majority of after sales issues are to do with quality (e.g. doors don’t shut properly)
Examples of Customer Service • Products • MANSELL offers the customer almost limitless product range - we can carry out projects from £10,000 to £10,000,000 across all market sectors • We attempt to provide the best quality and vet our suppliers and subcontractors to ensure they can meet our standards • Staff • We aspire to be the most admired construction provider in the UK and realise that this is largely dependent on the quality of our staff • We use professional recruitment, selection, and training processes to try and ensure we have good quality staff
Question: How does the quality of our premises impact upon our relationships with Customers?
Examples of Customer Service • Premises • MANSELL has spent a considerable amount of money over the last few years on a number of its major offices (e.g. Swaffham and Nottingham) • We try to create environments which are both pleasant to work in and visit. • Delivery • We continually measure the performance of our suppliers to ensure that they are delivering on time every time • We try and plan every job to the relevant level of detail at the beginning, to ensure that problems are eliminated and delivery is predictable
Examples of Customer Service • After Sales Care • As mentioned earlier, we offer after care services for our major key clients • we employ Customer Care Directors who are responsible for managing strategic relationships • our Regional Managing Directors have customer satisfaction as their key measurement • Advice • as construction is a complex process, the advice we offer our customers is key • our customers have to have the confidence that they are talking to competent people
Examples of Customer Service • Range of payment methods • we offer our customers a whole range of payment methods to satisfy their needs • we can be flexible and offer manual and electronic processes • we are currently experimenting with xml payments with a key supplier • New Technology • we hold regular forums with our suppliers to assess new technological developments • we often invite our customers along to these events to get their input
Question: How do you think MANSELL manages Customer Complaints?
Customer Complaints • MANSELL treats a complaint from a customer very seriously • The person tasked with dealing with the complaint will be dependent on the seriousness of the complaint • Our site managers will deal with most customer complaints without any major problems • However, we have a documented procedures in place for customers to follow if the complaint is more serious • These procedures are aimed at giving the customer the right response
