Progress Update
There has been lots of activity recently on the Customer Care front as a
result of the valuable feedback provided
by many of you as a result of the survey, a recent focus session, further
discussions by the Taskforce and the first round of mystery shopping.
·
The Taskforce has recently
appointed Dr Ian Brooks as our specialist advisor. Ian travels the world advising on and writing
about service excellence. Ian will be a
great addition to your Customer Care team.
·
Shortly we will send some advice
on TellSimon - a tool which will enable the public to give you feedback. This will be a valuable asset for, as Ian says, 'your customers will tell you everything
you need to know to grow your business".
·
The next round of Mystery
Shopping will occur over the next few months.
As a result of your comments we have changed a few of the questions to
make them more relevant to your needs.
As this is the second round of Mystery Shopping, it should be more
valuable in assisting you to start comparing trends.
·
Double page spreads in Focus
Magazine will continue to appear monthly featuring Customer Care members on a
rotating basis.
·
You have asked for more training
opportunities. Together with regular
visits by Ian Brooks, Liz Paine is offering a series of specific training
programs. Liz is currently out and about
discussing these with members. Should
you wish to talk to Liz please contact her on 0400 778 807.
·
Please remember to remove your
old decals from view and replace them with the bright new logo.
And last but not least Pauline Bryant
and Janette Hyde have been appointed by the CC Taskforce as the Chairperson and
Deputy respectively for the next period. This is a particularly exciting time
for the program and I think its further evolution is in very good hands with
these ladies backed by the significant efforts of the Taskforce.