PowerPoint Presentation
(c) Auth K Fairweather 07802 2505081Customer Service NVQSession
1: Monitoring Quality of Customer Service Kate FairweatherCMCAust
Marketing
21/01/2014
(c) Auth K Fairweather 07802 2505082Business Skills
ProgrammeMonitoring Quality of Customer Service Working
relationships and effective communicationsTeam performance
management and developmentPersonal development and managing
yourselfManaging ChangeLeadership and Management 21/01/2014
Session ObjectivesBy the end of this session you will be able to
Decide what quality of service criteria to use to judge customer
service qualitySet ratings for each quality of service criteria to
assess your own and your colleagues performance Select a
representative sample of customer transactions to monitorUse good
practice for observing customer serviceAnalyse results and report
themGive positive feedback to colleaguesIdentify coaching and
training options to improve customer service delivery
21/01/2014(c) Auth K Fairweather 07802 2505083
(c) Auth K Fairweather 07802 2505084Links to other sessionsOther
sessions cover:Working relationships so that you can implement your
ideasEffective communications to present results well Performance
review interviews to give you confidence when discussing results
with colleaguesDeveloping people to improve their customer
serviceManaging change in your workplace so you know if your
changes are being effectiveThis session looks at how you can
objectively monitor customer service transactions and deliver
improvements21/01/2014
How Are You Going to Judge Customer Service?Remember that you
will only do this so that you can develop and improve performance
of colleagues, to build up your organisations customer service
quality and retain customer loyaltyWhat does your organisation
value, how do you describe a good customer service experience?Speed
of answering the phonePersonal welcome for each customerCustomer
understands whats being providedCustomer looked after at all
stagesCustomer offered additional servicesCustomer agrees call
back/appointment Remember to choose things that are important and
that you can measure by observation, survey, from your customer
records etc.21/01/2014(c) Auth K Fairweather 07802 2505085
How do you rate each criteria?For each measure of customer
service quality you need to develop a rating what behaviours
demonstrate excellent service rate 1, what meets normal
expectations rate 2, what is not good enough rate 3Speed of
answering the phone: 1 = within 2 rings, 2= within 5 rings, 3=over
5 ringsPersonal welcome: 1= customer greeted by name on arrival,
reception knows their history and details of current visit, 2=
customer greeted by name on arrival, reception has to check
details, 3= reception has to ask customer for their nameCustomer
looked after at all stages: 1= team member hands over to next
person personally with full details of customer requirements, 2=
team member hands over with outline of customer needs, 3= team
member passes customer over without any information to colleagueBUT
you need to consider the experience and skills of the person being
measured, and ensure your ratings are fair and impartial, check the
ACAS website for advice on measuring performance fairly You also
need to note the environment in which the observation happens busy
or quiet, difficult or easy customer, new or existing customer, if
the computers are working slowly, if there is a new factor for
colleagues to deal with like a change of system, as all these may
affect the individuals ability to deliver good service You also
need to introduce the idea of rating customer service carefully so
that people do not feel persecuted or criticised management need to
support and you need to sell the idea of doing this to colleagues
with clear reasons why you think its a good idea, why it will be
good for the business21/01/2014(c) Auth K Fairweather 07802
2505086
Activity 1:Note down a set of criteria you could use to judge
customer service in your organisation and consider the ratings that
would describe the best service, OK service and inadequate service
see example above.Discuss your list with your colleagues and agree
some things to start to measure and your rating scale.
21/01/2014(c) Auth K Fairweather 07802 2505087CriteriaBest
Service (rating 1)OK Service (rating 2)Needs improvement (rating 3)
Personal welcome for every customerGreets customer by name as they
arrive, uses nameGreets customer as they arrive and asks for name,
uses nameDoes not greet customer as they arrive, fails to ask for
or use nameCustomer looked after at each stagePersonal hand over to
next team member with outline of requirementSend customer through
and message requirement to next team memberSend customer through
with no information to next team memberExample of Setting Criteria
and Ratings
Selecting a Reliable SampleMarket research relies on sampling
selecting a small number of the population to interview and using
the results to represent the whole populationBased on a normal
distribution of features and attitudes in a population e.g. there
is a relatively small variance in height of people, a few percent
are very tall or very smallYou can select a surprisingly small
number of people to be your reliable sample but you must make sure
it is representative and prevent bias21/01/2014(c) Auth K
Fairweather 07802 2505088Number of People Height
The Sampling FrameThe level of sampling transactions that is
statistically reliable, and gives you unbiased resultsBased on the
number of customers and how many times they contact you = the
population OR on the number of customer transactions the team
handles every weekThere are statistical tables that tell you how
many transactions you need to sample for a reliable result, so you
can draw effective conclusions, see
http://www.research-advisors.com/tools/SampleSize.htmTo reduce bias
you need to take a random sample and also ensure you look at
examples of different situations and customers, so observe on
different times of day, days of week, times of year, busy and less
busy times, looking at all team members, and across a range of
customers easy going, difficult, gender, age, backgroundBUT be
practical as long as you look at a variety of situations you only
need to check each member of staff a few times to see how well they
deal with customers right now, and perhaps repeat this check every
month or so to see how their performance varies over time: the aim
is to help them to improve not persecute them!21/01/2014(c) Auth K
Fairweather 07802 2505089
21/01/2014(c) Auth K Fairweather 07802 25050810Activity 2 How
many customers do you have?How many contacts do they have with you
in a year?So how many transactions do you have with customers in a
year?Divide by 12 to work out a number of transactions a month.This
is your population.
However as you are checking the effectiveness of your colleagues
you can take your population as the number of transactions the team
complete in a month, and you should sample at the level suggested
by the sampling table.
Using the sampling table select the number of transactions you
need to check use the 95% confidence level and 2.5% error margin
column, these are reasonably accurate and your results will be
correct to within plus or minus 2.5% So if your result says 80% of
customers happy with the service they get your actual result for
the population could be 77.5% or 82.5%
As long as you choose a range of transactions to reflect the
types of customer they usually handle, cover busy and less busy
times and you spread the sampling over a number of days so you get
a picture of their behaviour over a period of time rather than on
one day, you should avoid most potential sources of bias
Good Practice for ObservationMake sure your colleague knows that
you will be observing them, over what period and that they
understand what you are checking and why no surprises!Be as
unobtrusive as possible, stay out of their eyeline, use a clip
board or tablet to quickly cover the ratingsBe aware that many
people do not do their best work under scrutiny, and nerves may
kick in, so no song and dance!Give them time to relax into their
job before you start monitoringConsider opportunities for ad hoc
checks when they dont even realise you are observing them to get a
true pictureThink about ways that you can check work in addition to
observation e.g. documentation completed, customer feedback,
feedback from other colleagues21/01/2014(c) Auth K Fairweather
07802 25050811
21/01/2014(c) Auth K Fairweather 07802 25050812Activity
3Describe how you plan to observe your colleagues, explaining how
you will select the number of times you need to see them to avoid
bias and produce a reliable result. Produce a one page sheet that
you will use when observing, containing the criteria you are going
to judge, and the rating scale you will use, columns to cover busy
or quiet times, any unusual circumstances that were happening. See
example below:
When you are ready complete your observations and keep each
ratings sheet you produce (on paper or electronically)Name
Date/timeBusy/QuietCriteriaRatingReason for rating/notesPersonal
welcome for every customerCustomer looked after at each stage
Analysing Your Data and ReportingOnce you have your results for
the month you need to analyse your dataAdd results together for
each team member and for the whole team, divide by the number of
times you have observed to get an average result this will enable
you to report the overall team rating for the month, and the rating
for each team memberYou should also look at trends in overall and
individual performance is service consistent or are there
particular circumstances that make service better or worse? Has
service improved or worsened since the last time you did a check
you should be able to build up a picture over timeYou should report
the facts from your data, but also comment on them from your
position as an expert produce specific examples of excellence that
others can learn from or poor practise that you can suggest ways of
preventing in futurePrepare your proposals for developing
individuals, how much can be done through on-job coaching, team
role plays, in house training, online courses, formal external
training assess the costs of these options in terms of cost of
external training, your time to provide support and team member
time to take the development activityReport to management and agree
how to manage feedback to the team, including whether managers need
to be at individual feedback meetings, what development actions are
required and what coaching and training you can access to improve
performanceGain agreement for the development activities to be
formally noted on Personal Development Plans for each individual
with a commitment from the organisation and the individual to
schedule development actions See the Personal Development Workshop
for a Personal Development Plan format
21/01/2014(c) Auth K Fairweather 07802 25050813
21/01/2014(c) Auth K Fairweather 07802 25050814Activity 4See the
observation notes in the sample file attached and analyse these
results for the team and individuals: What are the average ratings?
Comment on the overall team performance, strengths and weaknesses.
What recommendations would you make to improve team performance?
Prepare a short report containing your analysis and
recommendations.
When you have completed your own observations analyse your
results to show average ratings for the team and each
individual.Add comments on where you feel there a particular
strengths and weaknesses in the team, and in which circumstances
people do better or less well. Research and cost the options for
individual development how much can be done in-house with on-job
coaching, team role plays, in-house training sessions (who will
design and deliver these?), external training online sessions or
courses, formal training workshops.Produce a report with
recommendations on sharing good practise and improving overall
performance and present to your management.Provide a review of the
agreed next steps from this presentation.
Giving FeedbackGiving feedback to individuals must be handled
well and fairly check the ACAS Managing Performance leaflet form
their website for advice: This is effectively a performance
appraisal (see Team Performance Management Workshop)Make sure all
team members are aware that there will be individual feedback so
that you can help people to improve and offer support and
development Hold meetings with individuals in a private place where
you wont be disturbedPrepare for the meeting, have your points
written downMake people comfortable, start with positives, what
they did wellMove onto areas where they would benefit from
development e.g. dealing with angry customers, what to do if there
is a query they do not know how to answer, ask them for their views
on these situations and listen to them, explain your assessment
using the evidence from your checkPresent actions for development
coaching or training that will help them to improve their customer
service delivery, and seek their agreement to these actionsRecord
the agreed outcomes from these feedback meetings and ensure the
individual has a copy, together with managers or HR as
appropriateTake responsibility for ensuring that development
agreements are actionedKeep copies of all your records of checks on
individuals and agreed action plans so that you can track
effectiveness of development activities on overall performanceThese
records may be used in overall performance reviews and possibly in
disciplinary or grievance cases in future
21/01/2014(c) Auth K Fairweather 07802 25050815
21/01/2014(c) Auth K Fairweather 07802 25050816Activity 5Using
your analysis for the example observations at Activity 4 prepare
your feedback notes for each team member (Sam, Viv and Frankie)
using the format below: Start with the positives and give examples
of good practise. Then move onto examples where things went less
well remember to focus on the individuals behaviours not their
personal characteristics. Prepare your proposals for that
individuals development on job coaching, team role play difficult
situations, in house or external training (online options are worth
investigating). Draft your proposals on the Personal Development
Plan format attached or your organisations development planning
form.
When you have completed your own project prepare your feedback
points for each team member using their individual results as a
basis for the discussion. Team MemberPositives/good
practiseExamples of weaknessesProposed development to offer
(c) Auth K Fairweather 07802 25050817Review of this sessionWe
covered Identifying quality of service criteria and setting ratings
to assess your own and your colleagues performance How to select a
representative sample of customer transactions to monitorGood
practice for observing customer serviceHow to analyse results and
report themHow to give positive feedback to colleaguesHow to
identify coaching and training options to improve customer service
delivery
If you are taking a Customer Service NVQ with CMC Aust then now
email your work from Activities 1 to 5 to Kate Fairweather at
[email protected] for assessment of learning and
feedback
Places to find out more search internet on any subject or
theorist, these web sites are useful Monitoring customer service
http://www.unitiv.com/intelligent-help-desk-blog/bid/87930/5-Ways-To-Monitor-Your-Customer-Service
http://www.mycustomer.com/topic/customer-experience/six-steps-successful-monitoring-your-customer-service/161867
Sample sizes http://en.wikipedia.org/wiki/Sample_%28statistics%29
http://www.research-advisors.com/tools/SampleSize.htmVariance
http://www.mathsisfun.com/data/standard-deviation.html Giving and
Getting Feedback www.mindtools.com www.businessballs.com ACAS Model
Workplace, advice and all employment legislation
www.acas.org.uk
21/01/2014
Customer Service NVQ This workshop provides the underpinning
knowledge for Unit D13 and D8 of the Customer Service NVQ Diploma
at Level 3 plus NVQs at Level 4, 3 and 2 in Management and Business
AdministrationFor the Unit you will need to produce for your NVQ
Assessor: Your account of setting up monitoring of customer
service, how you agreed it with colleagues, how you conducted your
observations and reported, and fed back to colleagues, what the
outcome wasSupport this with your initial criteria and ratings
list, your completed observation notes, your report to management,
your feedback notes from meetings with individualsIf you would like
to take an NVQ please contact me, Kate Fairweather 07802 250508,
email [email protected] or go to our website
www.cmcaustmarketing.co.uk/nvq_qualifications.htm where you will
find details(c) Auth K Fairweather 07802 25050818
21/01/2014
