1 / 13

Improving Customer Service in Harrow Reducing Repeat Callers

Improving Customer Service in Harrow Reducing Repeat Callers Jonathan Milbourn – Head of Customer Services. I feel your pain!. I feel your pain!. I feel your pain!. I feel your pain!. Understanding Our Customers. Understanding Your Customers. Late/middle aged, married couples

varuna
Download Presentation

Improving Customer Service in Harrow Reducing Repeat Callers

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Improving Customer Service in Harrow Reducing Repeat Callers Jonathan Milbourn – Head of Customer Services

  2. I feel your pain!

  3. I feel your pain!

  4. I feel your pain!

  5. I feel your pain!

  6. Understanding Our Customers

  7. Understanding Your Customers • Late/middle aged, married couples • Teenage children • Expensive, detached houses • Luxury cars • Very high incomes, investments • Top professions, senior managers • Well educated • Waste & Recycling • Environmental services • Highways • Preferred Communication Channel - Web Segments A & B - Extremely wealthy professionals - Financially secure older couples - 24.3% of households

  8. The Neighbourhood Champions scheme is a network of volunteers throughout Harrow whose role is to inform us about everyday street level issues such as litter, graffiti, fly-tipping, ASB and broken street lamps that they see in their own streets.  A joint initiative between Harrow Council and the Metropolitan Police. This scheme is about getting the community involved to help highlight street level issues so something positive can be done about them. It isn’t about spying or informing on neighbours and other residents.  The scheme was initially launched in Spring 2010 and there are currently 1,000 Neighbourhood Champons in operation What is a Neighbourhood Champion?

  9. Resolution at First Point of Contact

  10. Resolution at First Point of Contact

  11. Resolution at First Point of Contact

  12. Member’s Casework

  13. The Results

More Related