Product reliability would have to be referred back to as research and development, if looking at the design or construction of the product/service. When it comes to improving the actual service i. e. before sale help, it is often better when the staff have had some kind of training. This helps new comers to cope with any questions or queries that customers might have. To totally improve this aspect of customer service, the people working could be made to go on some kind of training scheme. Friendliness It would be impossible to only employ staff that are happy and cheerful.
However, it is important that certain staff that the customers see first have a nice friendly face to welcome them. Staff that are shy and nervous are normally kept behind the scenes of the business. It is the job of the supervisor to watch over staff and watch their dealings with them. If a member of staff is not doing things right it is the right of the supervisor to put that employee straight and back in order Availability of goods Any suggestions to this segment of customer services must be reasonable. It can't threaten to bankrupt the business. The business shouldn't just decide to order anything.
It is better for the business to invest in certain places and things, so that they can get ready available goods. This must be carefully thought through. Speed of delivery Some businesses that are totally dependant on their suppliers cannot control the speed of the delivery of their goods/services. Basically, the speed of the businesses is based on the turn around speed of the delivery. In order for delivery to be quicker, is must be made number one priority. Nowadays electronic communication is much faster than paper based communication, but the telephone is useful too.
It is not sensible for a business to try to improve its speed to an unattainable standard, it must be realistic. Also speeding up the process of delivery increases the costs to the business. Access to buildings When it comes to improving the access to buildings, you have to look at this from a different perspective. It is silly to suggest that the business's building is actually torn down to make room for more access areas. Lifts and escalators could be added to help put more access for the business. In addition, ramps could be installed for wheelchairs. Improving the environment
The standard of cleanliness expected will depend on the type of business that is in the area. The actual state of the business should be good and kept tidy, as the health and safety legislation is implemented. Certain facilities should be made available to ensure that the business is kept clean. Customer safety Things that go wrong within a business are predominantly down to safety complacency. Because nothing goes wrong or because no one has had an accident, people assume that safety measures are not needed. To improve this safety measures could be checked once a month randomly.
The techniques that Barclay's use to monitor and improve their customer services are as follows: As mentioned previously, Barclay's customer services are:I will now adopt an independent approach and assembling and analysing information about Barclays. To do this I will use a questionnaire, I will use open and closed questions and ask Barclay's customers what they think about Barclays. The way in which the questionnaires will be carried and assembled, is as follows; I will stand out side a Barclays bank and randomly ask customers as they are entering the bank.
By randomly asking different people I will get a good, fair sample of Barclay's customers. I will ask people various questions pertaining to the customer services of Barclays. I will also ask questions about my suggestions on how Barclays might improve their customer services. Twenty people will be asked for my questionnaire and then I will multiply answers by five in order to generate a percentage. From here, tables and graphs will be conjured up then all results will be analysed. A sample of the questionnaire is on the following page. In addition to using a questionnaire for my resources, a meeting was held at Barclays.
We discussed Barclay's performance and their customer services. Some of these notes that were obtained from the meeting have been used throughout the coursework. The information that was generated from the meeting with a Barclay's cashier, plus the questionnaire which is shown on the following page was used to assemble the information about Barclays. The observer only comes for part of the day, if they came in the morning when everyone is full of energy, they would get a different response if they came five minutes from closing time, so results are not always 100%
The opportunities When it comes to the observer, Barclays could increase the frequency at which they assess the customer services. This way they can get a better idea of how well Barclay's are doing when it comes to their customer services. This would mean that staff would have to uphold a certain level in their customer services as a drop would show and could jeopardise their job, as managers wouldn't be happy. The threats The threats that Barclays face in terms of customer service come from their competition.
For example, Competitors such as other banks, now advertise their customer service, to show how much they care for their customers. This can be interpreted as non-priced competition and could result in Barclays loosing some of its customers. So in order to still be able to compete, Barclays must move to another level in their customer services. Barclays and Good Practice Within my chosen business, Barclays, they have what they call good practices. These are things that they do naturally. I will now analyse an aspect of Barclay's good practice which is as follows: Dealing with enquires
Dealing with inquires. This is one aspect of Barclay's good practice. What Barclays do if an enquiry is made concerning Barclays, they make sure that the answer to that enquiry is met as fast as possible. Barclays also have a set procedure when dealing with inquiries or complaints from customers. Firstly they take the details of the person who made the inquiry, secondly they record everything in book that took place between the member of staff and the person who made the inquiry; lastly Barclays then try their best to deal with the inquiry and then get back to the person with the results.